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ViewITpro SLA management provides a means to truly measure and
report on operational results. For example, virtually all network management
platforms (NMP) provide the standard five severity levels for events:
Critical, Major, Minor, Warning, and Information. The problem with the
"Five-Level" system is that it seems to be missing the category
"SLA affecting." Just because an event is marked
Critical, does not necessarily mean an event is SLA-affecting. In most shops,
Critical means "needs human attention right away." A next
generation NMP enables the user to specify that en event is SLA-affecting.
This has far reaching implications, most notably the ability to report on
true SLA statistics. The adage "you cannot improve what you
cannot measure" certainly applies.
Most NMP
products provide more simplistic availability reporting mechanisms, often
claimed to be SLA reports. This is generally far from true SLA reporting.
Availability reporting is typically limited to service components but not an
overall end-to-end service availability or true SLA measurement. ViewITpro SLA Management provides a breakthrough
technology that enables you to assign "SLA-affecting" weights to
events, which in turn incur an SLA penalty if invoked.
The way it
works is as follows:
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You start by defining a "service group" within ViewITpro. This service group contains all of the
components of your mission-critical application(s). There may be 5 components
or hundreds of objects, any of them capable of causing an SLA violation
(availability or performance).
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ViewITpro assigns a default SLA optimum score of 1,000
points (so as not to be confused with Availability.
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You can assign "SLA affecting"
penalties by specifying the number of points for each SLA affecting event.
Each time an SLA affecting event occurs, it deducts the point penalty
from your optimum score of 1,000.
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You can now truly measure your SLA performance. If you
achieve a score of 900 in one month, you can shoot for 950 next month.
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