Information Technology Reference
In-Depth Information
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Incident Resolution
This report provides the number of incidents, including number
of incidents that have exceeded targeted resolution time, and average resolution time.
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Service KPI Trend
This report provides metrics across services, groups, and col-
lections for Service Manager, as well as for Operations Manager and Configuration
Manager.
MORE INFO
SERVICE MANAGER REPORTS
You can learn more about Service Manager reports at
http://technet.microsoft.com/en-us/
Thought experiment
Service level management at Tailspin Toys
T
Tailspin Toys is going through a restructuring. As part of the restructuring until
business picks up, the office will be closed every third Monday of each month. The
service desk at Tailspin Toys has strict service level agreements, and incidents must
be resolved in a timely manner. As part of ensuring that the service desk meets its
obligations, the service desk manager needs to be made aware if any incidents are
in danger of breaching SLO metrics. With this information in mind, answer the fol-
lowing questions:
1.
How can you ensure that the Mondays that the office is closed are not measured
when calculating SLOs?
2.
How can you ensure that the service desk manager is made aware when inci-
dents are in danger of breaching SLO metrics?
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A calendar allows you to specify which times and days constitute work hours when
determining the basis of measuring time for service level objectives.
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A Service Manager time metric is the amount of time that occurs between a start
time and an end time, and is used to measure whether service objectives have been
achieved.
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Queues allow you to group related work items, such as incidents and service requests.
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A Service Level Objective (SLO) is a relationship defined in Service Manager between
a calendar item and a time metric, a queue and a service level, and actions, that occur
preceding or after a service level is exceeded.
