metrics and SLA

[shidhartha1]

what is the diffrence between metrics and SLA with an example.

[srinivasthelu]

Interesting Question:

1. SLA's : to measure the performance. Ex: how many times you achieved your service agreement. These are between you and your customer. Sometimes you might be paid on this.

2. Metrics:     to look back and see what can be improved. Your manager wanted to find out,   during this   month how many times you had to escalate the incident to tech group.   You wanted to track this to know whats going on over the period.

Thanks

Srinivas

[Indrajeet]

METRIC

A metric   measures the effectiveness of the incident resolution process by calculating how long it takes to resolve an incident.

For example if we want to calculate how much time a incident is assigned to a particular group.

We can create a metric definition of type 'Field Type duration' and selecting the 'Assigned to' field from incident table.

After this a metric instance is created for each assignment group , which shows the duration.

SLA

it defines an amount of time for a task to reach certain condition. If the task does not reach on that condition iot breaches

For example

If there P1 SLA for p1 incident. we have added time to resolve p1 incident as 15 minutes. It means this task has to be completed in 15 mins.

If it is not completed the SLA will Breach.

We have start pause and stop conditions on SLA.

we can define when the SLA will start like when incident is created.

we can define pause condtion as when incident state is waiting for user Response. At this time SLA will be paused.

We can define stop condtion as when incident state is closed or resolved.