Service Level Reporting (SD 2.6)

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Process ID	Procedure or Decision	Description	Role
SD 2.6.1	Identify reporting type and produce report	Reporting requirements are identified and reports produced based on: Service metrics SLAs Service Catalog Service Improvement updates Go to SD 2.6.2 to review	Service Level Manager
SD 2.6.2	Review performance	Review metrics available for Service Performance, including Incident resolution and response times. The metrics are validated for accuracy. Go to SD 2.6.3 to evaluate divergence from agreed targets.	Service Level Manager
SD 2.6.3	Evaluate divergence from agreed targets	The metrics are compared to the service targets for each live SLA. Go to SD 2.6.4 in order for the Service Level Analyst to produce and collate the Service Reports pack.	Service Level Manager
SD 2.6.4	Produce and collate Service Reports pack	Record findings and document within the Service Reports pack according to the structure agreed within the SLA. Go to SD 2.6.5 to distribute the Service Reports pack.	Service Level Analyst
SD 2.6.5	Distribute Service Reports pack	The completed Service Report packs are distributed to the Service Level Managers and Customers. Go to SD 2.7.1 in order for the Service Level Manager to determine the meeting type for the Service Review.	Service Level Analyst

Process ID

Procedure or Decision

Description

Role

SD 2.6.1

Identify reporting type and produce report

Reporting requirements are identified and reports produced based on:

Go to SD 2.6.2 to review

Service Level Manager

SD 2.6.2

Review performance

Review metrics available for Service Performance, including Incident resolution and response times. The metrics are validated for accuracy.

Go to SD 2.6.3 to evaluate divergence from agreed targets.

Service Level Manager

SD 2.6.3

Evaluate divergence from agreed targets

The metrics are compared to the service targets for each live SLA.

Go to SD 2.6.4 in order for the Service Level Analyst to produce and collate the Service Reports pack.

Service Level Manager

SD 2.6.4

Produce and collate Service Reports pack

Record findings and document within the Service Reports pack according to the structure agreed within the SLA.

Go to SD 2.6.5 to distribute the Service Reports pack.

Service Level Analyst

SD 2.6.5

Distribute Service Reports pack

The completed Service Report packs are distributed to the Service Level Managers and Customers.

Go to SD 2.7.1 in order for the Service Level Manager to determine the meeting type for the Service Review.

Service Level Analyst

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