Show TOC

Function documentationService Level Metrics (SLA Metrics)

 

You can use service level metrics (SLA metrics) as measuring point counters for your service contract items. SLA metrics are criteria negotiated between a customer and their service provider that define a quantitative target that has to be achieved for the service provided. For example, the rate of incidents resolved on time on a weekly basis is 90% or more. You take readings to monitor that the service being provided matches what is defined in the service contract.

Prerequisites

You have set up SLA metrics as follows in Customizing for Customer Relationship Management:

  • Defined the basic characteristics of SLA metrics under Start of the navigation path Master Data Next navigation step Counters and Readings Next navigation step Counters End of the navigation path

  • Specified that SLA metrics and readings can be added to service contract items under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Item Categories End of the navigation path

    For the transaction category Service Contract, select the Activate Counter checkbox.

  • Defined the characteristics of readings under Start of the navigation path Master Data Next navigation step Counters and Readings Next navigation step Readings End of the navigation path

Features

You can do the following with SLA metrics:

  • Assign multiple SLA metrics to a single service item in a contract.

    Note Note

    A single SLA metric cannot be added to more than one service contract item. If you want to use the same SLA metric for more than one contract item, you must create additional SLA metrics.

    End of the note.
  • Define measurable planned values.

  • Measure SLA metrics using external tools to create readings. The service contract must be in status Released before you can record readings for the SLA metric.

  • In billing, add discounts manually if the agreed SLA metrics are not met.

Activities

Creating SLA Metrics

You identify that the counter is an SLA metric by choosing SLA Metric as the application group.

When you create the SLA metric, you specify characteristics such as planned values and time frames. The SLA metric type is defined as Measuring Point and cannot be modified.

Adding SLA Metrics to Contract Items

You can assign multiple SLA metrics to a service contract item in the Service Level Metrics assignment block.

Entering and Canceling Readings
  • You can enter, cancel, and reactivate canceled readings for SLA metrics in the Readings assignment block.

Example

You are an IT service provider and a customer is planning on renting one of your servers for 10 weeks. You create a service contract with a service item that identifies the server. You assign an SLA metric to the service item that states that the server uptime is 98% for a period of 10 weeks.

You take readings of the server uptime at regular intervals to determine whether the service provided matches what was defined in the contract. If the service provided was below the planned value in the metric, you can offer a discount on the service. If the service provided matches or exceeds the planned value, you do not offer a discount.