Monitor OLA and UC Performance

Service guarantees exist between IT and other departments in the organization to track hardware or software asset availability and response performance. For example, the IT department might guarantee that a department server will be available 98% of the time and that 99% of the time IT will respond to an outage involving that device within one hour. You can use Service Level Agreements (SLAs) to monitor the performance of Operational Level Agreements (OLAs) in support groups and Underpinning Contracts (UCs) with applicable vendors.

The Incident Coordinator monitors all incidents assigned to the support group and applicable vendors. The Incident Coordinator can reassign an incident to another group or escalate an incident to the Incident Manager if the target time is exceeded or close to being exceeded.

To monitor OLA and UC performance:

1. Click Incident Management > Incident Queue or view your To Do queue.
2. Click the list in the Queue field and select Incident.
3. Select an OLA-UC breach view to see which incidents need follow-up or reassignment. Talk to the Incident Analyst or vendor working on the incident to receive a status update and discuss possible resolutions. The OLA-UC breach views include:
   • Breach within 1 hour
   • Breach within 4 hours
   • Breach within 1 day
     
     Note: You can add these views to your Favorites in the navigation tree for easy access.
4. When you locate an incident that has not been resolved on time, the SLA Breached field in the SLA section is checked.
5. Based on your review of the incident and discussion with the Incident Analyst or vendor, you determine how to proceed with resolving the incident. For example:
   • Reassign to a second- or third-line support group with more knowledge.
   • Escalate the incident. Reassign the incident to the Incident Manager, and then contact the Incident Manager so the escalation process can begin.
6. Open the Activities section, and then provide the applicable entries for the New Update Type and New Update fields to add current status information and actions required to resolve the incident.
7. Click Save & Exit.