Service metrics

Service Level Management enables you to view Service Level Agreement (SLA) performance from an overall perspective and target individual devices and response types. Service Level Management collects different types of metrics:

  • Overall performance of all SLAs by month and year.
  • Availability of a resource for a specified time:
    • Availability of all SLAs by month and year
    • Availability of one SLA by year
    • Availability of components named in one SLA by month and year
    • Availability of a single device by year
    • Outage history of a single device by month and year

Each SLA displays the current status of its named Service Targets. You can view the status, required availability, current availability, and the next expiration date and time. Service Level Management gathers service metrics from change requests, tasks, and incidents.