Where do we have SLA violations?

The business question Where do we have SLA violations? examines the service level agreements for business services and their support services and compares the indicators of the SLAs. The visualization highlights where support services do not provide enough support to the business service and where violations are occurring with service level agreements. This business question helps you to understand the business service demand and the support service supply chain and identify risk due to inconsistencies in the supply chain.

The license package IT Transformation Server - Enterprise is required to work with this business question.

Use the method that is most convenient for you:

  • In the left navigation panel, enter Where do we have SLA violations? in the Search Navigation field.
  • In the left navigation panel, click Home. In the content area, go to the Business Questions page and click the tile for Where do we have SLA violations?
  • In the left navigation panel, expand the sections Business Questions and Risk and click Where do we have SLA violations?

A nested matrix shows the business services, their support services and the alignment of their service level agreements (SLAs). Here's how to interpret the information:

  • Business services are shown in the large boxes.
  • Support services are nested in the business service they provide.
  • Colored symbols are displayed for business services and support services. The indicators are specified for the service level agreements of the business service and the support service. The following indicators are visualized:
    • AV: The Availability indicator evaluates the amount of time that the service is available for use by consumers during the defined uptime hours.
    • BF: The Backup Frequency indicator evaluates the frequency guaranteed by the service provider to back up the service data.
    • RE: The Responsiveness indicator evaluates the average time that it takes for an issue to be answered by the service desk of the service provider.
    • SE: The Security Breach Alert indicator evaluates the number of hours that the service provider has to alert its customers who consume the service of a security breach of the organization's data.
  • The indicator icons are colored based on how high the value is. Point to an indicator to see its name and value. Click the ThreeDots_Black 3-dots button > Show Legend to understand the color coding.
  • The business service is colored orange if a service level violation exists. A service level agreement violation is visualized if at least one of the indicators for the support service's SLA does not align with the indicators specified for the business service's SLA. This indicates that the support service is not adequately supporting the business service based on the service level agreement due to one of the following indicators: Availability, Backup Frequency, Responsiveness, or Security Breach Alert.

The business service is colored orange if a service level violation exists. A service level agreement violation occurs if at least one of the indicators for the support service's SLA does not align with the indicators specified for the business service's SLA. This indicates that the support service is not adequately supporting the business service based on the service level agreement.

Compare the color of the symbols AV( Availability ), BF( Backup Frequency ), RE ( Responsiveness ), and SE ( Security Breach Alert). Identify which indicator color is a lighter shade for the support service indicator than the business service indicator.

Consider whether the indicator values are correct. You can change the indicators for the business service or support service by selecting it and clicking Edit > Edit SLA Metrics.

Dive deeper into the SLA. Click the  Navigate navigate button to open the content area of a business service or support service. In the Overview page, double click the SLA defined in the Service Level Agreement field to open its content area. You can review and edit relevant aspects of the service level agreement including the period of validity, maintenance window, service uptime, incident information, as well as the service metrics.

Business services and support services must be in the repository and well-documented. For every business service and support service, the following should be defined:

  • Availability, Backup Frequency, Responsiveness, and Security Breach Alert indicators ( Service Metrics evaluation type)
  • Service level agreement (SLA)

Go to the Data Quality page and resolve the issues to ensure that the data is complete.

Go to the Data Source page to review the business services that are used to answer the business question. The data source is a list report and cannot be edited.