Using SLA Reports in Work Center

Service Level Agreements (SLAs) define the level of service that an organization commits to its customers. Projects can be associated with a specific SLA, allowing you to track SLA compliance for items submitted in that project.

SLA reports enable you to review and monitor how you and your organization respond to items in comparison to customer commitments. SLA rules and metrics are defined by an administrator.

Important: SLA reports show data only if projects have SLAs defined for them. Additionally, for Service Support Manager installations, a service request must have been associated with each of those projects in Service Request Center.

SLA Report Types

The following information applies to using SLA in both SBM and SSM. Note that SBM SLA reports are based on projects, while SSM SLA reports are based on service requests.

Past Performance Reports

Past Performance reports provide historical information. By default, data for all projects or service requests from the last six months is displayed, with a performance threshold of 80%. This means that over the last six months, an overall SLA "passing" performance level of 80% or greater (with an overall "violation" performance percentage of less than 20%) is considered acceptable for normal operation. You can change this filter, as described in Running SLA Reports.

The following Past Performance reports are available:

Aggregate Performance—Measures the aggregate performance level of all projects or service requests included in the report. This is the percentage of items that are within the acceptable range of the performance threshold, which is specified in the Report Filter (see above). The red part of the gauge represents the percentage that is under the performance threshold; the green part represents the percentage that meets or exceeds the performance threshold. The goal is for the needle to point in the green area.
Performance Breakdown—Shows each project or service request name, the SLAs associated with each project or service request, the SLA threshold specified by an administrator during the definition of the SLA, and the actual SLA performance. The SLA performance value is displayed in red if it falls into the unacceptable range.
Violations by project/service request—Shows the project or service request names and the number of items for each project or service request that are in violation of the SLAs defined for it. You can click a bar in the chart to drill down to the next chart.
Violations by SLA for project/service request: "project/service request name"—Shows the number of items that are in violation of each SLA defined for the project or service request. By default, the report format is a chart; click a bar in the chart to drill down to the next report. Click the Listing report button to change the report format.
Violations for SLA: "SLA name"—Lists each item that is in violation of the SLA. Click the link in the Item Id column to open the item. To close the item and return to the report, click the X at the top right corner of the item.

Current Risk Reports

Current Risk reports are calculated using the time and risk values defined for each SLA. By default, data for all projects or service requests is displayed in the reports. You can select specific projects or service requests to monitor and specify that only data for items you own is displayed. You can change this filter, as described in Running SLA Reports.

The following Current Risk reports are available:

Risk Projection—Shows the number of items from all projects or service requests included in the report that are in violation of or are at risk of violating the SLAs associated with them. Violations and risk categories are stacked horizontally in the bar in different colors; click one to view the corresponding chart on the right.
Violation/Risk Category items by project/service request—Shows the projects or service requests and the number of items for each project or service request that are in violation of or at risk of being in violation of the SLAs defined for it. The name of the chart changes depending on what is clicked in the Risk Projection report. You can click a bar in the chart to drill down to the next chart.
Violation/Risk Category items by SLA for project/service request: "project or service request name"—Shows the number of items that are in violation of or at risk of being in violation of each SLA defined for the project or service request. By default, the report format is a chart; click a bar in the chart to drill down to the next chart. Click the Listing report button to change the report's format.
Violation/Risk Category items for SLA: "SLA name"—Lists each item that is in violation of or at risk of being in violation of the SLA. Click the link in the Item Id column to open the item. To close the item and return to the report, click the X at the top right corner of the item.

SLA Items Panel System Report (On-Premise Customers Only)

The SLA Items Panel system report displays a list of items that are currently associated with an SLA. For each item, the report shows the item ID, title, owner, associated SLA, item status, start date and estimated end date for when the item entered the start state and end state as defined in the SLA, actual date for when the item entered the end state, elapsed time since the item entered the start state, type of SLA, and SLA clause that applies to the item.

From this list, you can remove SLAs from items if you have the appropriate privileges.

Running SLA Reports

To run an SLA report:

Select the application from the toolbar, and then expand Reports in the side menu.
Do one of the following:
- For SBM, select Project SLA Past Performance or Project SLA Current Risk.
- For SSM, select SLA Past Performance or SLA Current Risk.

The report page also contains a report filter that lets you change the criteria for the reports. You can either apply the criteria to the current report or save the criteria to be used in the next report.

To open the report filter, click the Define Filter link on the report page.

To specify which projects or service requests to include in the report:
1. Click Select Service Requests.
2. In the dialog box that opens, select a project or service request. Move it to the right to select it or to the left to remove it. To move it, click the plus or minus icon or double-click it. You can also drag a project or service request to the right to select it. To add or remove all projects or service requests, click Add all or Remove all.
3. Click Select to close the dialog box.
Past Performance reports only: To change the date range, click in the date box. From the menu that opens, select a specific date range or click Date Range and then select a start date and end date from the calendars. Alternatively, you can type over the date in the Date Range box, or click the Prev or Next arrows to bring the date range backward or forward by six months.
Past Performance reports only: To change the threshold, type over the number in the Performance Threshold box. For example, 75 means that 75% or more of items meeting the SLAs is acceptable, and less than 75% is unacceptable. To raise the expectation, change the number to something higher.
Current Risk reports only: Select the Items I Own check box if you only want to see data that is relevant to items for which you are the primary or secondary owner.
Click Apply to apply the settings to the current SLA report and close the dialog box. Click Save Settings to save the settings to the database so they are applied to the next SLA report you run.

To run the SLA Items Panel system report:

Click Reports in the side menu.
Select System Reports from the row or the drop-down list.
Click SLA Items Panel to run the report.

From the SLA Items Panel report page, you can do the following:

View details about items currently associated with an SLA
Filter items by selecting a project from the drop-down list
If you have the appropriate privileges, remove SLAs from items:
- Select the items and click Delete All Marked
- Click Delete All Filtered to remove SLAs from all items currently displayed by the project filter