Metrics and Reporting, done correctly, is a focus aid to SLA Management
– Business Service Health and Performance Capability Metrics.  Let
us stop using metrics as a defensive weapon-- you, not me.  The
real value transcends the indicator when the review and analaysis
reveals what is sufficient to an SLA being met or not. (Management, ITIL, COBIT, Service or Ops) Review of what's
changing, and what's history reports indicate how well we are
delivering on SLA requirements. Forecast reports tell you what change
or possible disruption is planned. Constructive Resolution Controls
provide additional data into the nature of an incident, and what
process action is necessary for resolution. Notification – what
capabilities provide a moment it time value to contain the information
needed for service or operational resolution.



It is REVIEW and Continuous Process Improvement that drives the notion
of Business Process (SLA) Improvement – By evaluating the elements of
performance, capacity, and historic metrics becomes a tangible source
of Business Intelligence data. Observing where we are, where we aspire
to go, and observing these metrics over time, will illustrate the
process improvements to be made, and when the changes are optimal.



1.  How do we know we are
managing the "right" data? Business Services Performance
Metrics – The monitoring of the performance aspects of a service are
continually monitored and calculated. As Business Service performance
changes, so do the visual indicators users see. Users can specify what
the performance thresholds are, so they can chose when they want to be
alerted.