Service Level Management

Service Level Agreement (SLA)

Measuring and reporting on the service making sure it is in compliance with a defined agreement (SLA).

A service-level agreement (SLA) is an agreement between two or more parties, typically customer and supplier (service provider). A common feature of an SLA is a contracted delivery in terms of availability and response times of the service. To achieve an effective SLA it has to be measured, monitored and documented.

Ceeview provides an aggregated overview of the status of all SLA agreements for the entire customer portfolio. The overview is available in real-time and historical web-based user interfaces, as well as in PDF reports. One can drill-down into the system and review each individual service and its infrastructure.

To prevent violations of the SLA, Ceeview will generate an early warning alert. One can drill into the system to inspect the SLA and implement measures to avoid that the agreement will be broken. Should the agreement be broken one will find date and time for the SLA violation(s) and what caused it. Reasons and explanations of deviations and violations can be described in the reports.

Time interval (duty cycle) for availability requirements of a service can be defined in the SLA, for example. 98.5% between 7:00 a.m. and 5:00 p.m., Monday to Friday. Rolling length of the agreement (calculation period), day, week and month can be defined in addition to exclude periods, such as maintenance.

Ceeview is the tool you need to define, monitor and report on SLAs. This is important to understand how the IT organization or service provider perform up against the expectations of the business or the customer. Real-time information helps to identify risk, prioritize resources and deliver the quality of service your business demands.