SLIC – Interview

automated SLA Reporting

  • Import of data from monitor platforms or ticket systems
  • Calculation of the SLA overruns with variable methods
  • Consideration of the maintenance or non-operating hours
  • Presentation of the SLAs in dashboards
  • List of the main cause of SLA incidents
  • automated creation and dispatch of the finished reports

SLA metrics - aggregation

IT services consist of a large number of elements, components and technologies, which in turn are evaluated by different tools. However, a service and its quality must be described in a single number.
The SLA-relevant data is provided from many data sources and in different formats - and then often has to be aggregated manually in reporting - in order to make the final statement about the service quality.

SLIC can fully automate this process by recording the logic of the SLA once, setting up the interfaces to various tools, importing the data periodically, calculating incidents and calculating them in SLA metrics. SLIC takes into account operating times, maintenance windows and extraordinary malfunctions, which are calculated from the reports.

Availability & performance in the SLA report

Usually SLAs are related to availability and performance. These SLA metrics are often not provided by monitoring - they have to be generated by interpreting the raw data.

SLIC can import the raw data from monitoring systems and calculate the SLA metrics using its own data adapter. This raw data is evaluated in SLIC, compared against assigned threshold values and excesses are reported as incidents.

Service-oriented dashboards with clear workflows

After import and calculation, the data is displayed in dashboards:

• SLA time line / bar chart dashboard, presentation of the SLA metrics on a time axis - per service group or service

• SLA status dashboard, presentation of the services with the exact values of the incident time and the budget values up to the achievement of the SLA threshold for a month

SLA Dashboard

Performance and availability are shown for a selected period for services or service groups.
Different technologies can be represented together and correlated with one another.

Application Incident Heat Chart

This chart shows the nature of the incidents for each application or server in chronological order for a specific time.

Revision-capable service level reports

SLIC can import and correlate different data from different sources and generate multiple levels of visibility from this integration - such as

System / server from SNMP
• Application data from monitoring solutions such as Steelcentral® and
• Transaction data from synthetic click routes.

The generated reports are correctly formatted and available as PDF and HTML.
Comment functions within the reports and dashboards make it possible to comment on failures or deviations in the reports and make them visible.
Slic allows maintenance times, business hours and unscheduled off times to be taken into account.

SLIC can significantly expand the existing functions of an existing monitoring solution and also make the information visible for service management.

By correlating with external data, different service levels can be correlated with one another, which significantly improves the transparency of the business services.