"Day in the Life" Demonstration

IT Manager

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SLA Compliance Reports

The SLA Compliance report is perhaps the most informative report. It provides summary information about how your team is performing against the service levels you have established. It is also very versatile. You can select the Service Group(s), Customer Department(s), Customer Location(s), and Customer Region(s) for any date range. You can also select an individual customer, Creator, or Assignee. By selecting a single customer, you can determine how well the IT team has been servicing any one specific customer. By selecting a Creator or Assignee, you can determine the level of service that your IT team member is providing across all customers. If a department manager tells you that his department is not getting good service from IT, then you can easily create a report with very informative SLA compliance data.

The SLA Compliance report will calculate and display the percentage of requests that met SLA goals and list all those requests that are outside the SLA goals by each severity level. The ticket number of each service request outside of SLA is a link that will take you directly to the ticket so you can review the data. All Giva eHelpDesk reports store your last report settings so that you do not have to select settings over and over again. All reports have links so that you can go directly to the service request for more detail.

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