This Service Level Agreement (SLA) Dashboard comes courtesy of a Dashboard Spy in the IBM Service Management organization who has worked on multiple projects in the area of Process Management. Process Managers are applications that implement and manage procss flows involving people, information and technology components. The goals of PM applications are to improve organizational productivity and also provide the means of meeting goverance and compliance requirements.
Monitoring service level performance and SLA administration are key features of Process Manager applications. SLA dashboards are perfect for providing executive level views of overall performance.
Here is a screenshot of the IBM SLA Dashboard used by the ITIL Rapid Deployment Extenstions project team:
Click on the more link to read more about this service level administration dashboard:
From an IBM document on the design challenges of building Process Managers:
Dashboards and Reports
One of the primary reasons that organizations implement PMs is to improve organizational productivity. PMs must support this requirement by providing their users with all the relevant information about operational metrics and KPIs. Operational metrics include information such as the number of RFCs in progress, the number of incidents that are open, the severity of the incidents, the end-to-end cycle time in handling incidents or RFCs, and the tasks that take the longest time in a process flow.
This information needs to be presented to users in real-time “dashboards” or in the form of reports. Figure 6 shows an example of a dashboard view for a user logged into a PM. PMs need to enable users to create one or more dashboards based on the different roles that the user has. For example, in Figure 6, the user has the roles of service-level administrator, purchasing manager, and service-desk manager. Dashboards allow the user to perform view aggregation of the appropriate information based on the particular role that he or she is performing at a particular point in the process flow.
Although some of the information can be presented in real time by use of a dashboard view, a more detailed analysis is supported by the reporting component of the process manager.
Each PM collects many execution metrics. For example, every task is monitored during execution, and metrics like task duration, elapsed time, and number of pending tasks are maintained by the process management application (using information from the runtime platform on which the process manager is running). All of these metrics are available for eventual data mining and analysis of key performance indicators. Using these reports, organizations can understand problem areas and bottlenecks in their current processes and work on improving their processes for better organizational effectiveness and efficiency.
Tags: SLA Dashboard, IBM Dashboards, Service Level Agreement Metrics Dashboard
For more help desk and service desk related dashboards, visit this Service Level Dashboard software page.
Related Book: Effective IT Service Management: To ITIL and Beyond!