Measurement Types
When you create an agreement, you can use the measurement type and specify time and costs against it.
Measurement Types and Cost Factors in Service Level Agreements
Measurements in Service Level Management (SLM) are critical for monitoring and assessing the performance of services against agreed-upon standards documented in Service Level Agreements (SLAs). These measurements, initially set up as text fields, hold vital data reflecting service performance, quality, availability, and other key performance indicators (KPIs).
Examples of measurement types commonly used in SLAs include:
System Availability: Percentage of time the service is operational and accessible to the user.
Response Time: The time taken by the system to respond to a user's request.
Resolution Time: The time required to resolve reported issues or problems.
Throughput: The amount of work or processes completed in a given time frame.
Error Rates: The frequency of errors encountered during service delivery.
Customer Satisfaction: Qualitative assessments from service users regarding their satisfaction levels.
Why Measurement Types Matter
Measurement types define the specific metrics that will be tracked and evaluated to ensure service providers meet or exceed the agreed-upon service levels. They are foundational in identifying areas of improvement, recognizing outstanding service delivery, and facilitating transparent communication between service providers and their clients.
Creating a Measurement Type
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.
Access System Administration: From the main menu, navigate to
Admin > System Administration.Navigate to Service Level Management: Within System Administration, find and select
Service Level Management.Measurement Types: Choose
Measurement Typesto manage or create new metrics.Creating New Measurement Type: Click the
Newicon, input the name for the measurement type, and save your changes, providing reasons for the changes if necessary.
Cost Factors Linked to SLAs
Cost factors in SLAs represent the financial implications of delivering, monitoring, and sustaining service levels. They encompass the direct and indirect expenses incurred in achieving defined service standards. Key cost factors linked to measurement types include:
Resource Allocation: The investment in human and technological resources required to achieve and maintain service levels.
Monitoring and Reporting: Costs associated with tools and systems used to track performance against SLAs.
Continuous Improvement: Investments in process enhancements, training, and technology upgrades to elevate service performance.
Understanding and effectively managing measurement types and associated cost factors are essential for maintaining robust SLAs. They not only ensure accountability and transparency between service providers and their clients but also guide strategic decisions to enhance service quality and efficiency.
As part of the standard application, measurements are just text fields stored against the agreement. They do not interact with any other component of SLM or ASM Core.
Measurements can be integrated with other components of the application as part of a consulting project. Contact Alemba® for more details if you wish to integrate measurements into your Service Level Management system.
Renaming a Measurement Type
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 Measurement Types to open the window.
Select an existing Measurement Type and type a new name over the existing one.
Select to save the changes.
Provide the Change Reasons if prompted to do so.
Deleting a Measurement Type
If you attempt to delete the system default, you will receive a warning message.
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 Measurement Types to open the window.
Select the measurement type you wish to delete. Select the Delete icon.
Select to save the changes.
Provide the Change Reasons if prompted to do so.
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