Features and BenefitsService Level Management
- Real Time SLA, SLO, OLA Compliance Determination (Flexible service containers)
- Structure your services as KPI's, SLOs or OLAs depending on your organization's needs. Whether an individual IT component or an organizational rollup, everything is a service, and can be assigned SLAs. SLA compliance can be based upon service windows, role of user investigating the service, performance and availability data, service desk metrics and custom logic
- Multiple SLAs For Single Services (different SLAs for different perspectives on the same data)
- Show service health from different perspectives through multiple types of SLAs. By default, service rollups get business impact, performance, and availability SLAs
- ITIL Compliance Reporting
- Provide real-time and historical reporting of SLA compliance. Additionally, SLAs, OLAs, and incident rollups are done according to ITIL concepts enabling ITIL tracking and reporting for your organization
- Service Dashboards
- Display service definitions, their SLAs and the state of SLA compliance through a customizable, role-based dashboard framework. Services are displayed showing the type of SLA, the current compliance achievement and the number of IT events that exist from the underlying components. The dashboarding system allows users to add and remove services that are being monitored along with logical drill down enabling users to navigate from a rollup SLA to an individual IT event that is associated with the service
- Measure Performance Against Goals
- Define and measure SLAs against historical goals that are fixed or baselined against historical performance. This enables SLAs to be measured against targets without impacting compliance evaluation
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