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Reporting on SLA and Service Targets

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CA SDM 12.7

BOXI 12.1

We are in the process of setting up SLA and Service Targets in Service Desk.

Challenge :How to report on the actual SLAs and Service Targets defined in SDM?

Examples of reports we would like to develop:

- Tickets in breach of SLA or SLA met - Check, this one is quite straightforward with use of the SLA Violation attribute.

- Tickets that met the Service Target: ResponseTarget/ResolutionTarget. How to report on these attributes? Which tickets meets or violates individual Service Targets and, for example, with how many minutes to spare?

I could give more examples, but does anyone how any experience setting up reporting vs. a defined SLA scheme? There is a lot of documentation onhow to define Service Targets and Service Type but not much on how to actual develop the related reports and KPIs that provides tha actual value. SLAs without proper reporting is just an advanced reminder schema.

Looking for concrete examples and help as well as experience of Good practice with setting up SLAs in SDM and reporting.

Kind Regards

Anders F.

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