Exclusion Reasons
You can define reasons why an Analyst might want to exclude certain agreement events from SLM reporting.
Benefits and Reasons for Excluding Certain SLM Events from Reporting
Excluding specific Service Level Management (SLM) events from reporting can significantly enhance the efficiency and effectiveness of service delivery for various reasons:
1. Focus on Key Performance Indicators (KPIs) - Excluding less critical events allows for a concentrated focus on key performance indicators essential to service level objectives and agreements. This ensures that the most critical aspects of service delivery are monitored and reported, leading to more targeted improvements and optimizations.
2. Reduce Noise in Reporting - By filtering out unessential events, organizations can reduce the noise in their reports, making it easier to identify genuine issues and trends. This clarity can lead to faster decision-making and a more streamlined approach to addressing service level challenges.
3. Optimize Resources - Reporting on all events can be resource-intensive, both in terms of computational resources and human effort. By focusing only on significant events, businesses can optimize the use of their resources, ensuring that attention and resources are allocated to areas with the greatest impact on service quality.
4. Customization and Relevance - Every organization has unique needs and priorities. Excluding certain events from SLM reporting allows for the customization of reporting frameworks to better align with an organization's specific goals, priorities, and challenges, increasing the relevance and utility of the reporting process.
5. Improved Service Delivery - Ultimately, the selective exclusion of events from SLM reporting can lead to improved service delivery. By focusing on what truly matters, organizations can more effectively identify areas for improvement, implement changes, and monitor the impact of those changes on service levels.
The ability to exclude certain events from SLM reporting is a powerful tool for organizations seeking to enhance their service delivery and operational efficiency. It allows for a more focused, resource-efficient, and customized approach to monitoring service levels, thereby supporting continuous improvement and superior service delivery.
Creating an Exclusion Reason
Before you start
You must have SLM Setup enabled within your General Access Security Role in order to configure any SLM administration settings.
Verify that you have already defined options for Workflow Management and the CMDB, especially priorities, types, service levels, service types and CMDB item types.
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available.
In the Explorer pane, select Service Level Management.
Select Exclusion Reasons to open the window.
Select the New icon.
In the blank row, specify the exclusion reason.
Save the changes.
Provide the Change Reasons if prompted to do so.
Renaming an Exclusion Reason
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available.
In the Explorer pane, select Service Level Management.
Select Exclusion Reasons to open the window.
Select the exclusion reason you want to rename and type a new name over the existing one.
Save the changes.
Provide the Change Reasons if prompted to do so.
Deleting an Exclusion Reason
If you delete an exclusion reason, you cannot reverse this procedure and you will have to re-create it if needed.
If you attempt to delete the system default, you will receive a warning message.
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available.
In the Explorer pane, select Service Level Management.
Select Exclusion Reasons to open the window.
Select the exclusion reason you wish to delete.
Select the row and then the Delete icon.
Save the changes.
Provide the Change Reasons if prompted to do so.
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