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Service Level Target status and history

You can measure service availability with performance objectives, or targets. If you agree on availability standards, and the organization fails to meet them, the performance targets are breached. A breach occurs when a reasonable amount of time to complete the objective is defined, but the record has not moved to the next state when that amount of time has passed.

Service Level Target status

The Service Level Targets section of any record with a linked target shows a table of achievement and status data.

Next target time. This field shows a value as long as there is a target with an Active status.

Example: If a Service Level Target with Active status passes the target date, its status changes to Breached. The Next target time is not updated.

Example: If a Service Level Target with Active Status is suspended, the Next target time changes to one of the following values:

  • The next target date that is active.

  • Blank if there are no other targets.

Field Description
Name The related Service Level Target definition
Status

The current status of the Service Level Target.

  • Achieved. An achieved target met the stated objectives of the target definition.

    Example: The Initial Review target states that all incidents will be categorized within two hours of the time an issue is reported. The current incident moved from Categorize to Assign 45 minutes after it was logged. The target objective was met.

  • Active. The allowable time interval for the target has not yet expired.

    Example: The current incident is not categorized but two hours remain before the Initial Review target is breached.

  • Breached. The target time expired before the objective was met. Service Management uses an internal clock to measure the next target and uses the information to determine target status.

    Even though a target is breached, the Service Level Target calculation is active until there is a business rule in the workflow to stop the internal calculation. The clock continues to measure elapsed time from when the Start SLT rule began the calculation.

    Example: The current incident was not reviewed before the allowable initial review time expired, but the clock is still calculating elapsed time.

  • Failed: The workflow was completed and the target time expired before either objective was met. All calculations stopped.

    Example: The current incident was not reviewed before the allowable initial review time expired. When it was assigned later, the initial review calculation stopped.

  • Suspended: The Service Desk Agent suspends the incident to stop the calculation time.

    Example: The Service Desk Agent requests more information from the customer. He suspends the incident until he receives a response. This action suspends Service Level Target calculations until the incident becomes active again. The Next target time is blank until the record is active.

  • Not defined: No target definition or default Service Level Agreement was defined.

  • Not started: A target was defined but has not yet been activated.

    Example: A Chat request target was defined, but the user has not yet submitted a chat request.

If there is no active target, this field is blank.
Target Date / Achievement Date

The related dates.

The target date is cleared when the record reaches Suspended, Achieved, or Failed status.

All status and date values are recalculated once a minute.

Service Level Target history

You can click the Show SLT history button in the SLTs tab to open the SLT history dialog box, which displays all SLT operations recorded for all of the targets.

The following table displays the operations types displayed in the history, along with the use-cases for each operation:

Operation type Description
Started

The duration is started due to one of the following causes:

  • A new ticket was opened (the workflow runs automatically)
  • A ticket was resumed after suspension
  • The service or priority of a ticket was changed
  • A request ticket was changed from a service request to a support request
  • A chat request was submitted
Started by work schedule The duration is started according to the defined work schedule.
Suspended The duration is suspended due to a manual or automatic change in the target status.
Paused by work schedule The duration is paused according to the defined work schedule.
Stopped The duration is stopped because the workflow reached the final metaphase.
Reconfigured The duration is reconfigured due to manual changes made to the target configuration.
Ticket updated The ticket is updated due to manual changes made to the incident or request record.

The table in the SLT history dialog box may aggregate operations that occurred within one minute into a single operation. Only the last operation of the aggregated operations appears in the list.

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