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Unified Performance Management: Publishing SLA Reports for Customers and Defining Your Indicators

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December 14, 2011

Unified Performance Management: Publishing SLA Reports for Customers and Defining Your Indicators

By David Sims, TMCnet Contributing Editor


If you’re looking for a good way to publish SLA reports to customers, you might want to consider a unified performance management solution such as APG.


APG is a performance and service level monitoring product allowing “effective management of the overall business performance,” according to officials of Watch4Net, who explain that “by consolidating both business and technology metrics, APG allows contractual SLA measurement and reporting.”

Here’s how it works: Once a service level report is created, users are able to monitor business compliance in real-time. SLA reports show the information needed to anticipate SLA achievement and prioritize efforts.

As an example of the available indicators included, there’s Best Case, which returns the value that will be reached at the end of the month if the resource remains up, and the slightly less encouraging Worst Case, which shows the value that will be reached at the end of the month if, from this day forward, the resource is down.

Additionally, the offering also includes measurements of probability, which indicate if the service level objective is already won, lost, or at risk, and the permitted downtime, which returns the downtime that is permissible by the end of the month to remain compliant.

Defining your SLA indicators is a crucial part of the project. APG is designed to report on complex metrics found in many service level agreements, company officials say, explaining that you can create your own SLA indicator “by applying mathematical formulas on selected metrics such as service availability, latency, packet loss, or any other collected metric.”

To help you with that, a library of preconfigured formulas, like percentile and baseline deviation, are available in APG’s standard distribution. “Once created, SLA indicators are monitored against the IT resources supporting business services,” the company added.

Bear in mind, of course, that outages occurring during maintenance periods should not be considered in SLA monitoring, but that users can exclude outages manually, before or after the fact. To that end, then, APG offers the reason for each outage and links this information directly to IT Service Management (ITSM).


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jamie Epstein







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