SERVICE LEVEL MANAGEMENT REPORTING with MeticEdge Business Intelligence Solution for ITSM

Measure, Analyze and Optimize VALUE from IT

When was the last time you evaluated your current process of creating reports, dashboards, metrics, and KPIs? MetricEdge helps you to accurately measure, analyze and optimize the business value from your IT. MetricEdge allows you to automate the uploading of data, the creation of reports, and sharing them around your organization, saving your time and money and, most importantly, minimizing the mistakes that manual reporting usually does.

May, 2012

SERVICE LEVEL MANAGEMENT

Service Reporting is one of the stages in SLM process that shows compliance with SLAs, OLAs and UCs. SLA KPIs and SLA Metrics are used to measure and assess the IT services performance under SLA reporting, a part of overall SLM reporting. Service Level Management reports become the basis of intervention, validation, justification and direction for agreed SLAs & OLAs. Hence, SLM reporting is vital for both customer and service provider. MetricEdge (BI for ITSM) offers ITIL, ISO 20000 KPIs and Metrics based SLM dashboards and information reports that enable business users with insights & intelligence on service levels for end to end IT Services. MetricEdge equips the customer with ability to generate comprehensive and consolidated SLM reports that enables customer to fully understand its performance against respective SLM metrics, review its compliance with existing SLAs and demonstrate value to the customer. MetricEdge has a variety of Service Level Management KPIs. Some of the SLM metrics with respective CSFs are mentioned below:

Incident Management Critical Success Factor (CSF)

Incident Management Key Performance Indicators (KPIs) Percentage reduction in SLA targets threatened

Percentage increase in customer perception and Managing the overall quality of IT services satisfaction of SLA achievements, via service reviews and required both in the number and level of customer satisfaction survey responses B34services provided and managed Percentage reduction in SLA breaches caused because of third-party support contracts (underpinning contracts) Percentage reduction in SLA breaches caused because of internal OLAs Total number and percentage increase in fully documented SLAs in place Percentage increase in SLAs agreed against operational services being run Deliver the service as previously greed at affordable costs Percentage reduction in the costs associated with service provision Percentage reduction in the cost of monitoring and reporting of SLAs Percentage increase in the speed and of developing and agreeing appropriate SLAs Frequency of service review meetings

Copyright 2012 iWareLogic Technologies Pvt. Ltd.

info@iwarelogic.com || www.metricedge-bi.com

Increased percentage of services covered by SLAs Documented and agreed SLM processes and procedures are in place Reduction in the time taken to respond to and implement SLA requests Increased percentage of SLA reviews completed on time Reduction in the percentage of outstanding SLAs for annual renegotiation Manage the interface with the business and users Reduction in the percentage of SLAsrequiring corrective changes (for example,targets not attainable; changes in usage levels) Percentage increase in the coverage of OLAs and thirdparty contracts in place, while possibly reducing the actual number of agreements (consolidation and centralization) Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved Reduction in the number and severity of SLA breaches Effective review and follow-up of all SLA, OLA and underpinning contract breaches.

Copyright 2012 iWareLogic Technologies Pvt. Ltd.

info@iwarelogic.com || www.metricedge-bi.com

MetricEdge Adds Value: i. 120+ in-built static and drill down reports with 50+ metrics based on best practices (ITIL, COBIT, ISO 20000) ii. Fulfill ISO 20000 Service Reporting specifications and facilitate Continual Service Improvement (CSI) of IT processes iii. Summarize voluminous data and spot trends in IT management; enables to take action before the business is impacted iv. Pull data from varied ITSM solutions like BMC, HPSM, OTRS etc. and provide holistic view of IT Performance v. Fully automated self-service model, thus neither requiring lost time and nor decreasing the productivity

iWareLogic is a notable player in the space of Oracle Applications. In-depth knowledge about Oracle Applications allows iWareLogic to deliver cuttingedge solutions in the areas of ERP, CRM, Business Intelligence, Business Integration, Infrastructure Management, Human Resources technology. MetricEdge is business intelligence (BI) tool seeks to give CIOs and senior IT executives a tactical advantage in the business arena. It delivers a full range of BI capabilities including interactive dashboards, full ad hoc, proactive intelligence and alerts, enterprise and financial reporting, in-built ETL mappings for faster performance etc. MetricEdge is built based on our years of experience in training, consulting and software implementations across the world in ITIL, COBIT, ISO 20000 and IT Management software implementations from mega vendors. For more information visit - www.iwarelogic.com

Copyright 2012 iWareLogic Technologies Pvt. Ltd.

info@iwarelogic.com || www.metricedge-bi.com