How The SLM Reports Work

When you click on a link you will see a graph very similar to the one below.

The graph is an illustrative example only, taken from our test environment, and does not represent live performance. It is shown here to explain what the different values mean and how we’ve calculated our success rate.

Example:

Desktop @ UCL

50% of Incidents were closed successfully within the defined SLA timescales.

Desktop @ UCL Anywhere

48% of Incidents were closed successfully within the defined SLA timescales.

Key Terms:

MET – The Incident has been resolved and then closed within the defined SLA timescales. The Met status is only applied on closure.

MISSED – The Incident has breached the defined SLA timescale. The Missed status is automatically applied as soon as the defined SLA timescale is breached.

OK – There are two scenarios that will generate an ‘OK’ status:

1. The Incident is in the process of being dealt with and is currently still within the defined SLA timescales. It has potential to become either a Met or a Missed ticket.
2. The Incident has been marked as Resolved, within the SLA timescales, but is not yet Closed. ISD believes a customer’s Incident has been fixed if it’s resolved. However, the customer has five working days to refute this. Therefore Incident tickets which are in a Resolved status, are reported as OK until auto-closure takes place after the 5 working days grace period. On closure the incident will be flagged as Met.

SLA – Service Level Agreement

Defined SLA Timescale – When an Incident is raised our Service Desk analysts will take note of the Impact & Urgency. The combined Impact and Urgency settings will generate a Priority rating which is allocated a Due Date and time. The Due Date varies based on the priority assigned. The report above is measured against the Due Date. The Priority values are shown below:

Calculating the Success Rate:

The success rate is calculated by adding up the total incident volumes of a Service offering & then dividing the number of Met incidents into the overall total, which is then multiplied by a 100 to determine the percentage. The figure is rounded up or down to the nearest whole number.

In the example above Desktop @ UCL shows as a 50% success rate. This was calculated as follows:

132 (Met Value) + 111 (Missed Value) + 23 (Ok Value) = 266

132 divided by 266 = 0.4962  multiplied by 100 = 49.6%  Rounded to the nearest whole figure = 50% Success rate