Service Level Management

Our historical service level agreement (SLA) tracking and reporting is unique in the industry; our system is based around real-time events and metrics registering impacts against service dependency models with associated SLA tracking criteria.

Real-Time Reports

The system maintains real-time reports (e.g. web based dashboard views) that depict all forms of historical, real-time and predictive reports with an up-to-the-minute status. Tracking against SLAs is performed in real-time and this approach enables us to perform predictions based on the up-to-the-minute status of a service against its SLA. Updates to our historical SLA reporting data warehouse are via a low maintenance data-driven approach pushing them dynamically in real-time via a publish/subscribe mechanism, this is in direct contrast with systems that require an after-the-fact time based export, transform and load (ETL) process to be adopted.

Early Warnings

Our customers told us that real-time tracking and early warnings BEFORE SLAs are breached is an important capability. This led us to adopt our architecture that assimilates events and metrics that could potentially impact SLAs in real-time rather than batch loading incidents and other data in retrospect.

The Interlink Software historical service level agreement (SLA) tracking and reporting offering can help your organisation meet business objectives and avoid costly SLA penalties:

The Interlink Software suite of products implements a ‘top-down’ approach to modelling business services. By associating impact weighting calculation formulae, Service Level Agreement (SLA) and Operational Level Agreement (OLA) tracking criteria, underlying technology (configuration items; CIs), key performance and key quality indicators (KPIs and KQIs) overall service health can be tracked and reported on.

Fig 1. Sample Service Report

Interlink Software SLA tracking and reporting product capabilities

Our Service Management solution automatically tracks downtime, outages, and percentage availability in real-time AND historically for any modelled business or IT service dependencies encompassing technology monitoring, business metrics, incidents and 3rd party supplier input. A number of ITIL service ‘facts’ are automatically calculated and stored for each business/IT service.

  • The ability to associate service hours, holidays, planned outages, OLA and/or SLA tracking criteria with service dependency models at any level in the hierarchy.
    Early warning before OLAs or SLAs are breached.
  • A graphical user interface to configure policy based automation with access to service hours, holidays, planned outages, service dependencies, and OLA/SLA details.
  • MTTR
  • MTBF
  • % Availability
  • Time Unavailable
  • Period Length
  • Number of Incidents
  • Longest Outage
  • SLA Status (Pass, Fail)

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