SLA MANAGER (SLAM) USER GUIDE - Tech Mahindra · SLA MANAGER (SLAM) USER GUIDE ... CUBES is an...

@TechMahindra CUBES

SLA MANAGER (SLAM) USER GUIDE

Version 1.7

SLA Manager User Guide

SLAM_UserGuide_TechM_Cubes_V1.7 Business Management System of 39

TABLE OF CONTENTS

1 OVERVIEW ........................................................................................................................... 4

1.1 CUBES – A BRIEF INTRODUCTION ..................................................... ERROR! BOOKMARK NOT DEFINED.

2 SLA MANAGER (SLAM) ......................................................ERROR! BOOKMARK NOT DEFINED.

2.1 OVERVIEW .......................................................................................................................................... 4

2.2 SLAM FEATURE ............................................................................................................................... 4

2.3 SLAM BENEFITS ................................................................................................................................. 4

2.4 SLAM-FLOW ....................................................................................................................................... 5

2.5 SLAM ROLES/RESPONSIBILITIES .......................................................................................................... 6

2.6 SLAM REPORTS ................................................................................................................................. 7

3 SLAM IMPLEMENTATION OPTIONS ................................................................................................ 12

3.1 DEDICATED SETUP IN CUSTOMERS ODC ............................................................................................. 12

3.2 DEDICATED SETUP IN MEGHAM ........................................................................................................... 13

3.3 SHARED INSTANCE IN MEGHAM ........................................................................................................... 14

4 HOW TO USE CUBES –SLAM ....................................................................................................... 15

4.1 LOGIN TO CUBES ............................................................................................................................... 15

4.2 SLAM HOME PAGE ............................................................................................................................ 16

5 ROLES & FUNCTIONALITIES IN SLA MANAGER ............................................................................ 17

5.1 USER ................................................................................................................................................ 17

5.1.1 Generate reports (Operations module & OOB) ................................................................... 17

5.1.2 Download Templates .......................................................................................................... 21

5.1.3 Upload Data ........................................................................................................................ 21

5.2 ADMIN ............................................................................................................................................... 22

5.2.1 Configure OOB Reports ...................................................................................................... 22

5.2.2 Report Configurator ............................................................................................................. 26

5.2.3 Define SLA/KPI ................................................................................................................... 35

5.2.4 SLA/KPI Master ................................................................................................................... 36

6 DOCUMENT HISTORY ........................................................................................................38



1 OVERVIEW

The purpose of this document is to help the audience understand the CUBES framework, and the SLAM

Configuration in detail. This manual, should, therefore, be referred to before on-boarding any new

contract onto SLAM. The document is useful for the SLAM Admin, and SLAM Users.

It also explains all the roles and functionality that can be performed via SLAM, including reports as the

outcome of an assessment.

1.1 CUBES – A BRIEF INTRODUCTION

CUBES is an intelligent E2E out-of-the-box Managed Services solution, which comprises of tools

spanning major services of Application Management Service (AMS) such as Service Operations,

Monitoring, and Service Operation Transformation. It applies the ITIL framework principles that enable

Automation, Predictability, Throughput Optimization and Shared Services. The Cubes framework tools

provide a complete and rich platform, ideal for any business operation irrespective of its size.

The following tools are categorised to form CUBES:

Area Tool Full Name

Transition JSK Jump Start Kit

Monitoring TAAM Technology Agnostic Application Monitoring

NAGIOS Open Source Monitoring Solution

Project Management PBS Point Based System

Task Manager Project Management for Task allocation

Knowledge Management

SOP One stop repository for Standard Operating Procedure/ RCA & KEDB

Reporting SLAM SLA Manager

Transformation CSIP Continuous Service Improvement Planner

ADCMM Application Delivery Capability Maturity Model

Ticketing OTRS Open Ticket Request System

Shared Services Workbench AMS consolidated work bench



2 SLAM OVERVIEW

1.1 OVERVIEW

SLA Manager (SLAM) is a multi-user web-based automated ticket analysis and reporting tool for

tracking and reporting on service performance.

It is the service wrap around ticketing tool and availability data which helps in presenting the SLA/KPI

performance, trend analysis, ticket categorization in effective and efficient way

It ensures that the Service commitments made to customers are tracked and recorded against the

defined Service Level Agreements. It also provides Customizable Reports & views on SLA/KPI as per

the engagement requirements

SLAM can manage to publish Reports, Graphs and drill down charts for comprehensive and graphical

reporting.

1.2 SLAM FEATURES:

SLAM is having following important features

1. Out of the box generic reports

2. Report builder to configure customized reports with graphical representations as per the

engagement requirement

3. Customizable SLA/KPI definition

4. Offline integration with any ITSM tool (through data feed from ITSM tool)

5. Real-time integration with OTRS

6. Email schedule to send the email alert in regular frequency

7. Report export in .XLS format

1.3 SLAM BENEFITS:

1. SLAM can help in Improve the employee productivity by providing Out of Box reports

2. SALM also can Helps Senior Management in managing cost, time and efforts in effective way

3. SLAM can help to keep Lower TCO and High ROI

4. SLAM can Improve visibility on target achievements

5. SLAM is facilitate Operations performance and Standards-based approach to managing IT

resources

6. It can Provide Transparency of performance across multiple teams, tools, processes and

suppliers

1.4 SLAM-FLOW:

SLAM is the reporting tool works on top of data feed from various ITSM tool. Ticketing data is loaded in

SLAM through data loader utility which access data in .CSV or .XLS format. Based on the input

received from Incident data, SLAM provides features for configuring and generating reports in different

formats. Data flow is depicted as below



Figure 1: SLAM Flow

Monitoring Tools (NAGIOS, TAAM)

Ticketing Tool (OTRS, SNOW, Remedy BMC)

SLAM (Intelligent Reporting Tool)

Auto-

Ticketing

Ticket data feed

Reactive

tickets

Availability feed

Report

configuration

SLA/KPI

performance report

Trend Analysis

Aging Analysis

Ticket

categorization

SLA/KPI

performance report

Trend Analysis

Aging Analysis

Ticket

categorization

Monthly/Quarterly

Review

(SLM/Governance)

Account manager

can presents

SLA/KPI weekly &

monthly

performance report

Ticketing

Dashboard

SLA/KPI

performance report

Ticket Aging

Analysis

SLA

resolution/restoration

for critical incident

SLA/KPI

performance report

SLA

resolution/restoration

for critical incident

Trend & Ticket

Aging Analysis



1.5 SLAM ROLES/RESPONSIBILITIES:

Sr. No Business Role SLAM Role Activities

1 Account Administrator Admins Admin role is defined to

Configure the new reports

Modify existing reports

Set the report as email alerts

2 Account Manager

Delivery Manager

Project Manager

Incident Manger Being responsible for TechM service

performance, Account Manager / Delivery

Manager / Project Manager need to generate

following reports daily, weekly, fortnightly,

monthly, quarterly to keep the control on the

operation.

Summarized SLA/KPI performance for the

account

Detailed SLA/KPI report

Aging Analysis

Trend Analysis

Category wise trend

Open tickets

3 Customer Incident Manager Customer can generate following report to

review the performance of support services

provided by TechM

Summarized SLA/KPI performance for the

account

Detailed SLA/KPI report

Aging Analysis

Trend Analysis

Category wise trend

Open tickets

4 Support Personnel Support /ASG Support personnel who responsible for support

operation generates following reports

Open tickets

Aging Analysis



1.6 SLAM REPORTS

SLAM is providing following default reports

1.6.1 Incident Search

This report is very useful to know about the status of the particular incident. By using this report user can get to know whether that particular incident is violated or non-violated or in jeopardy status, response time or any mandatory details that related to that incident.

User can use this report to search any particular incident by selecting the “Search By ID” option Also by using “Detailed” option user can get the report which will be used to search the incident with required priority, date range to check the current status of the incident

1.6.2 Resolution Time report

Resolution time means a formal closure of the request in the system. Resolution time is addition of all time periods for which the case remained as work in progress in a particular queue. By using this report user can get to know how much time they took it to resolve a particular incident. This report will also help to find out targeted vs actual SLA compliance for any priority incidents User can get the report based on contractual value by using the option “Contractual” as well as user can get the detailed report by using the “detailed” option based on creation /resolution date

http://10.10.132.178/OneCubesDemo/SLAMDemo/SLAMmgr/SLAHome.aspx?sessionid=ae0c7323-2f1e-45bf-b63e-3d8950da8a68&accid=43



1.6.3 Response time

A response time to a request means providing acknowledgment to the request. If the request is raised through an automated fault management application such as Bridge or anything, it would be routed to a “class” or a “queue” or a “bucket” owned by the project. A responsible person in the project is required to acknowledge the receipt of this request with appropriate remarks This report will give details of the entire incidents for selected period with SLA response time & percentage in compliance for each priority incidents as per selection



1.6.4 Trend By Priority report

Trend By Priority report gives an exact trend of that particular application, means it gives the below overview

o “How many Incidents created for that particular application during certain periodicity “?o “How many Incidents closed for that particular application during certain periodicity “?o “How much they yet to resolve (Backlog we can consider) “?

Likewise it gives user the tendency against an application.

1.6.5 Average resolution time

Average Resolution Time report is nothing but it gives resolution report with an average calculation as well. Like what’s the average hours we took to resolve an incident for a particular queue and accurately what’s their total resolution time. Whether we might have resolve within an average hour or not, it will answer these type of queries.





1.6.6 Ageing analysis report:

This is one of the most important reports expected by all leads. Ageing analysis is nothing but it would support to show the age of an particular incident which was open/closed

Example:

Incident: xyz has been created on 01 Nov 2015 and it still open in status. So the age of that incident is (28 Dec. 15 – 01 Nov 2015) 58 days. Because of this open incident, SLAs are getting violated. To avoid these types of scenarios leads want us to give the ageing report against their particular app for improving their service delivery performance



1.6.7 Mitigation Report

Suppose any of the incidents are violated and user want to make it as non-violated because of some trend view purpose. In that case, Mitigation report assists you to do the change over there. An admin for that application can manually edit the status from violated to non-violated



3 SLAM IMPLEMENTATION OPTIONS

SLAM can be implementation in following three options

3.1 DEDICATED SETUP IN CUSTOMERS ODC

In this option customer does not wish to use the data outside their network because of security requirements. Therefore dedicated environment in customer’s network is proposed to deploy SLAM.

In this case cubes SLAM will be deployed in customer ODC with having the access flow from customer ITSM system to Cubes SLAM as well as TechM LAN with customer ODC

SLAM can accept the input from ITSM system in forms of .xls or .csv via automated way (SFTP) or manual load. In this option dedicated support team should be require to support SLAM in customer ODC

System hardware requirement Cubes-SLAM will recommends the hardware for the best performance with 4 Core /8 GB RAM & 300 GB Hard drive server set up in customer ODC

Browser & Operating System Cubes SLAM will be recommends following software requirement for best performance

Operating System -Windows Server2012 R2 Data Base -MS SQL Server2012 or Oracle11g Web Service - IIS 7 or above Other - .Net Framework 4.0, SharePoint 2010 or SharePoint foundation Server 2010

CUBES Framework

CUSTOMER’s ODC

IIS

TechMahindra’s Active Directory

Customer’s ITSM

system

CUBES

SLAM

MS

SQ

L

Serv

er

IIS

CUBES WebServ

ice MS

S

QL

Serv

er

Data extract from

ITSM

(.csv or .xls)



3.2 DEDICATED SETUP IN MEGHAM

This option proposes the dedicated VM in TechM’s Megham cloud in which data feed to be sent from Customer’s ITSM tool

In this case cubes SLAM will be deployed in TechM’s Megham cloud. Prerequisite for this option will be, There should be access flow present/open from customer ITSM system to TechM Megham cloud In this option SLAM can be built with Customer specific process & customization

SLAM can accept the input from customer ITSM system in forms of .xls or .csv via automated way (SFTP) or manual load. In this option dedicated support team should be require to support SLAM considering customer ITSM system in different ODC

System hardware requirement For the best performance Cubes-SLAM will recommends the hardware with 4 Core /8 GB RAM & 300 GB Hard drive server set up in Megham cloud


Operating System -Windows Server2012 R2 Database -MS SQL Server2012 or Oracle11g Web Service - IIS 7 or above Other - .Net Framework 4.0, SharePoint 2010 or SharePoint foundation Server 2010

CUBES Framework

IIS

TechMahindra’s Active Directory

Customer’s ITSM

system

CUBES

SLAM

MS

SQ

L

Serv

erIIS

CUBES WebServ

ice

MS

S

QL

Serv

er

Data extract from

ITSM

(.csv or .xls)

TechM Network



3.3 SHARED INSTANCE IN MEGHAM

This is the shared service option shared across to multiple customers.

In this case cubes SLAM will be deployed in TechM’s Megham cloud. Prerequisite for this option will be, There should be access flow present/open from multiple customer ITSM systems to TechM Megham cloud

SLAM can accept the input from multiple customers ITSM systems in forms of .xls or .csv via automated way (SFTP) or manual load.

In this option Shared support team should be require to support SLAM considering shared cubes SLAM tool use for multiple customers In this option Standard process should be followed & standard UI will be available for all customers

System hardware requirement Cubes-SLAM will recommends the hardware with 4 Core /8 GB RAM & 300 GB Hard drive server set up in Megham cloud for the best performance


Operating System -Windows Server2012 R2 Data Base -MS SQL Server2012 or Oracle11g Web Service - IIS 7 or above Other - .Net Framework 4.0, SharePoint 2010 or SharePoint foundation Server 2010

TechMahindra’s Active Directory Customer’s

ITSM system

IIS

CUBES

SLAM

MS

SQ

L

Serv

er

IIS

CUBES WebServ

ice

TechM CUBES shared service



4 HOW TO USE CUBES -SLAM

4.1 LOGIN TO CUBES

In the CUBES login page, enter the login credentials and click on the Login option.

Figure 2: CUBES login page

The CUBES home page is displayed.

Figure 3: CUBES Home Page

Note

The CUBES framework has two primary configuration roles:

Super Admin – has rights to override all account configurations.

Admin – manages the tool level configurations.Refer to the CUBES Framework user guide for more details.

Click on the SLAM application icon, and the SLAM home page is displayed.



Figure 4: SLAM Home page

Note

The ‘Configuration’ menu (in the menu section) will be enabled only for the Admin role (See Figure 4).

4.2 SLAM HOME PAGE

The SLAM home page has below tabs which can be customized as per client requirements.

Dashboard: Which shows overall count, graph and analytical data.

Operations module: Reports are grouped under different types of service level agreementssuch as SLA, KPI. They are further separated as Incidents, Change and Problem under whichthe reports are grouped as per their priority/severity.

Out-of-box (OOB) reports: Standard report formats offered by SLAM, which can becustomized as per the client requirements.

Download Templates module: The Download Template module will have the data templates(for the configured SLA/KPI) for downloading. The users have to follow these templates whileproviding data to create different reports.

Upload Data module: For uploading the raw data in CSV format. (Please Refer Figure 16)

Reports can be customized as per customer requirements:

Contractual reports: A monthly representation of data, the contractual report will summarizethe data in the tabular format along with the demographics consisting of different charts. The table will consist of the statistical data, for e.g., an Incident Resolution Report, under Incident Management, will have the data of total incidents for the month, incidents that are resolved within time and incidents not-resolved in time and flags (if SLA is violated on monthly basis).

Detailed reports: Representation of data captured over a user defined time limit, this reportgives a detailed view of the data. Customized filters are available for further classification of data.



5 ROLES & FUNCTIONALITIES IN SLA MANAGER

5.1 USER

The User role can generate reports (operations module & OOB), use the download templates and

upload data.

5.1.1 Generate reports (Operations module & OOB)

1. In the SLAM home page (see Figure 4), the operations module displays the specific reportsconfigured as per customer requirements, while the OOB displays the standard reports offered bySLAM. Click on the desired report to view.

Figure 5: Operations module

2. The selected report is displayed, with filter options on the upper side in right pane.

Figure 6: View report

3. To generate a contractual report, select the required month from the ‘Contractual’ menu at upperside of right pane. For example, select the month as January 2016. The data for January 2016 isdisplayed on the below pane.



Figure 7: Generate Contractual report

4. To generate a detailed report, click on ‘Detailed’ option. The option expands to display more searchoptions.

Figure 8: Detailed Report menu

5. Select the desired time range and other search settings (Status, Priority etc.). To add more filters,click on +Add more filters option. The Modified Search window is displayed.



Figure 9: Modified Search options

6. After selecting the filters/search options, click on Search. The detailed report is generated as perthe search criteria.

Figure 10: Generate Detailed Report

Note

The Search filters displayed on the upper side of the report screen (right pane) is customizable and can vary depending on the configuration of the report by the Admin.

7. To configure the selected report on email, click on the Email Configuration option. The ConfigureEmail pane is displayed. Select the relevant options (Start Date, End Date, Frequency, Priority,Status etc.). Enter the Email IDs in the text box provided (separated by commas).



Figure 11: Configure Email

Email IDs can also be added by clicking on the +Add Users option, and selecting users from the list. Click on Add to add the selected users.

Figure 12: Add Users

Once all options are selected, click on Schedule. The reports are now configured on emails.

Note

The Email Configuration option will be available to the user, only if this facility is enabled by the Admin while configuring the report.



8. SLAM provides option to export the generated report to excel. To do so, click on the Export toExcel option.

Figure 13: Export to Excel

A File Download prompt is displayed. User may choose to open/save the file.

Figure 14: File Download Prompt

5.1.2 Download Templates

1. In the SLAM home page (Figure 4), the Download Templates Option includes the standardtemplates to be used for different reports.

Figure 15: Download Templates

2. Click on the desired template to download. A File Download Prompt is displayed.3. User may choose to open/save the template file.

5.1.3 Upload Data

1. In the SLAM home page (Figure 4), the Upload Data option allows the user to manually upload datato create the reports.

Figure 16: Upload Data

2. To upload the data, select the required category from the drop down list. Select the dates and clickon Browse to search and select the .csv file to be uploaded.

3. Click on the Upload option. The selected data file is uploaded.



Note

This functionality is a workaround if there is any problem in automatic uploading of data. Additionally, the data can also be uploaded through file transfer between devices (FTP), and through email (scheduled jobs). For more information on data feeding options, contact the CUBES team.

5.2 ADMIN

The Admin is primarily responsible for configuring the reports and the OOB reports. Additionally, they can perform all the functionalities available for the User role.

5.2.1 Configure OOB Reports

1. In the SLAM home page (Figure 4), click on the Configuration menu and select the Configure OOBreports option.

Figure 17: Configuration menu

2. The Configure OOB reports screen is displayed in right pane. The first step is to configure thedatabase. Select the required database and Master Table, and click on Next.

Figure 18: Configure Database

3. The next step is to map the parameters. The custom parameters provided in SLAM are mapped tothe respective data fields from the database.



Figure 19: Map Parameters

After mapping the parameters, click on Save, and then click on Next.

Note

If the Next option is clicked without clicking on Save, the configured data will not be saved, and is lost.

4. The next step is to configure the Foundation data. Provide relevant information in the fieldsprovided. User can add foundation data by using the add button. Once completed, click on Save,and then on Next.

Figure 20: Configure Foundation data



Note

Foundation data is the data which need for configuring the reports ex. Priorities and status of the feed data like incidents, Problems, Service requests.

5. The next step is to configure the Target details. The Target Resolution time/Response time for eachpriority, the compliance percentage, time cycle and the effective date information is set here.Provide relevant information in the fields provided and can add new targets by clicking on addbutton (+). Once completed, click on Save, and then on Next.

Figure 21: Configure Targets

6. The final step displays a summary of the configuration. Click on Finish to complete theconfiguration process.



Figure 22: Configuration Summary

7. When clicked on Configured button, It shows all fields information used for configuring the report.



5.2.2 Report Configurator

1. In the In the SLAM home page (Figure 4), click on the Configuration menu and select the ReportConfigurator option (see Figure 17). The Report Details screen is displayed.

2. Setup Foundation Data: The first step is to setup the foundation data. Click on the Foundationoption. The Foundation data screen is displayed.User can add/delete filter group.

Figure 23: Foundation data

Enter a suitable filter group name in the field provided. This name is used to refer the foundation data in the future steps of report configuration. Click on the desired filter group to view the details.

Figure 24: Foundation data

Click on Modify filter button to add or modify filter. It will open below popup and can modify the filter and can click on add (+) button to add more filters.



Figure 25: ADD/Modify Filter

Click on Report Configure option to navigate back to the Report Configurator.

3. Configure Report Details: The next step is to configure the basic report details.

Figure 26: Report Details screen

4. Select the option as New Report from Reports dropdown, and enter a suitable name anddescription for Report Name and Description fields. Select The Group Type, which indicates thetype of your report.

5. Select a suitable Filter Group. This refers to the foundation set which was created earlier. Selectthe one which is applicable for the report being configured.

6. Select the checkboxes for Active and Role Name, as Yes and Admin respectively. Select therelevant Report Group (to categorize the report on home page).

7. Select checkbox for Email Subscription if you want to enable the report to be sent via email.8. Click on Save, and click on Next. The Advance Filters screen is displayed.9. Configure Advanced Filters: The next step is to add advanced filters.



Figure 27: Advanced Filters screen

10. If filtering needs to be done based on a certain priority (say, you want a report from priorities 3 to 6),then select the priorities accordingly.

Figure 258: Filter based on Priority

11. If filtering needs to be done based on status (say, you want to report all the closed tickets), selectthe appropriate options.



Figure 269: Filter based on Status

12. Select Date-wise or Month-wise filtering. If Date is selected, the report will be filtered betweendefined time periods. If Month is selected, the report will be filtered on a month-to-month basis. Iffiltering needs to be done on a Ticket date (say, Ticket_created date or Ticket_closed date), selectthe appropriate option from the dropdown list.

Figure 30: Filter based on Ticket date

13. Select the appropriate Filter (as added in Foundation) for the report. Select the Report type(Monthly, Weekly, Daily) as per requirement (these reports will be Detailed Reports).

14. If all the advanced filters need to be selected by default, then click on Default Group by checkboxand select the Is Group by option. Click on Save, and then click on Next.

15. Configure Templates: The next step is to configure templates. This part contains the details of theformat in which report is displayed.



Figure 31: Configure Templates

16. Template Name refers to the name of the table to be displayed, Template Text refers to the nameof the column headers displayed in table, Sql refers to the SQL Query fetching the required data inthe format of the template given in previous step from the master table with the requiredcalculations in it. Add a string “whereclause” in the where condition of the query to pass the filtervalues selected while generating the report. Select the Date Parameter checkbox if the SQL queryhas to provide date range as the input parameter.

17. For Contractual Report, Select the Enable checkbox.18. For detailed report, enter the relevant data (as explained above) for Monthly, Weekly sections.19. For adding new Template Text and SQL, Click on add (+) button.20. Click on Save, and then on Next.

21. Configure Charts: The next step is to configure charts.

Figure 32: Configure Charts

22. Enter the Pane Name, Chart Name and Series Name.



Figure 273: Configure Charts

23. Click on the attributes icon ( ) to add more attributes. After adding the relevant attributes, click on Save.

Figure 34: Add Chart Attributes

24. Click on Save, and then on Next.25. Configure Drilldown: The next phase is to configure the drilldown information. This Section

includes the details of drilldown data displayed.It has two tabs-Contractual and Monthly. We can select accordingly on which report we have togive drilldown whether on Contractual reports or on monthly reports.Enter column name (alias name from query) from report on which we have to give drilldown, drilldown is nothing but the detailed information on counts in report.



Figure 35: Configure Drilldown

26. The Header tab refers to the heading displayed on the Drilldown data page, the Where Conditionrefers to the ‘whereclause’ to be passed as parameter, containing other field values displayed in therow where count with hyperlink is been clicked. Select the Hyperlink checkbox, if the column valueshould be given a drill down data. Select the Search Box checkbox, if search option is required. ForVisible option value, select as Y (1 is the database field value for which Y is being displayed).

27. Enter the valid query in the SQL field to fetch details of the count displayed on the summary tablewith hyperlinks, with required string “querystringclause” in the Where Condition of the query forpassing the parameters from summary table dynamically.

28. Click on Save, and then on Next.29. Configure Colors: The next step is to configure the colors.

Figure 36: Configure Colors - Columns & Drilldown

30. Select the Columns & drilldown tab. Enter relevant information in the fields provided. ColumnName is the name of the column (from query’s select statement) for which the color needs to bedisplayed.



Note

To display the color in row, then the Column name value should be the string from the row based on which you want to display the color.

31. Calculation Column is the Target Column name (from query’s select statement) which iscompared with the Column name to change the colour accordingly. If target column is not presentin the table, then the calculation column value should be same as Column name. The SelectDrilldown field is the name of the column to be coloured in the Drilldown page. Direction fieldvalue should be “Column Wise” if Calculation column (Target) is in the table; otherwise “RowWise” is selected.

32. Select Include Values tab. Enter relevant information for the fields provided (Include Column,Include Column Value).

Figure 37: Configure Colours - Include Values

33. Select Comparator tab. Enter relevant information for the fields provided. <Value field refers to themaximum target numeric value (if target value is not present in the table), >Value field refers to theminimum target numeric value (if target value is not present in the table). Calculation ColumnName is left empty. Select a comparator value for the Compare field (e.g., EXP<=COMPLIANCE),if the table is Column Wise; If the table is row wise, then it is left empty.

Figure 38: Configure Colours - Comparator

34. Select the Color tab.



Figure 39: Configure Colors - Colors

35. Enter relevant information for the fields provided. Pick Column Color refers to the color you wantto display on the “compare” and “value” fields entered in the previous tab, and Pick Text Colorrefers to the color of the text displayed in the Column Name field (configured in the first tab). KeyValue is the description of the color on the report page (as shown below). Exclude Columnsshould contain the column names which should not be colored (only if the table is “Row Wise”).Click on Add.

Figure 40: Key Value (Color Description)

36. Click on Save, and then on Next.37. Configure Performance: The final step is to configure the performance details.

Figure 28: Configure Performance

38. Enter relevant details in the fields provided.39. Click Add button to add to Performance Dashboard. And clear button to clear all data in fields.40. Click on Submit to finish the report configuration.



5.2.3 Define SLA/KPI

1. In the SLAM home page (Figure 4), click on the Configuration menu and select the SLA/KPI option(see Figure 17). The SLA/KPI Details screen is displayed.(Please refer Figure 41)

Figure 291: SLA/KPI

2. Enter relevant information in fields shown in screen and click on save.

3. Record will come in the SLA/KPI Lists tab.

4. To edit this SLA/KPI record, Click on ( ) Edit button.

5. Information for record will appear in Configure SLA/KPI tab to edit it.

6. Click on update button to update it.

7. Click on delete to delete the defined SLA/KPI record.

Figure 302: Edit SLA/KPI



Note

This SLA/KPI module is to define the SLA’s and KPI’s for different account. Module has functionality to Edit and delete this mentioned SLA/KPI.

5.2.4 SLA/KPI Master

1. In the In the SLAM home page (Figure 4), click on the Configuration menu and select theSLA/KPI Master option (see Figure 17). The SLA/KPI Master Details screen is displayed.(Pleaserefer Figure 41)

2. Select contract and the category against the contract, To add category data.

Figure 313: SLA/KPI Master

1. Click on Holiday tab to enter the holiday details.2. Holiday can be edited and deleted.

Figure 324: SLA/KPI Master holiday



Note

This SLA/KPI Master is used to add master data for SLA/KPI like category for contracts. Holidays which are entered from holiday tab are used to calculated SLA and KPI in reports. Calculations will exclude these holidays.



6 DOCUMENT HISTORY

Version Date Author

(function) Reviewed

by Approved

by Nature of changes

1.0 13/2/2015 Arun Thomas Umesh K Ravindra P



1.3 26/11/2015 Rakesh/Varsha Umesh K Ravindra P screen shot update for report configurator

1.4 24/12/15 Rakesh/Varsha Umesh K Ravindra P Format Change as per review comments received from Ravindra/Ramesh

1.7 13/04/2016 Varsha Lipare Umesh K Ravindra P SLAM 6.0 Functionality updated with screenshots.



THANK YOU

Disclaimer Tech Mahindra Limited herein referred to as TechM provide a wide array of presentations and reports, with the contributions of various professionals. These presentations and reports are for informational purposes and private circulation only and do not constitute an offer to buy or sell any securities mentioned therein. They do not purport to be a complete description of the markets conditions or developments referred to in the material. While utmost care has been taken in preparing the above, we claim no responsibility for their accuracy. We shall not be liable for any direct or indirect losses arising from the use thereof and the viewers are requested to use the information contained herein at their own risk. These presentations and reports should not be reproduced, recirculated, published in any media, website or otherwise, in any form or manner, in part or as a whole, without the express consent in Writing of TechM or its subsidiaries. Any unauthorized use, disclosure or public dissemination of information contained herein is prohibited. Unless specifically noted, TechM is not responsible for the content of these presentations and/or the opinions of the presenters. Individual situations and local practices and standards may vary, so viewers and others utilizing information contained within a presentation are free to adopt differing standards and approaches as they see fit. You may not repackage or sell the presentation. Products and names mentioned in materials or presentations are the property of their respective owners and the mention of them does not constitute an endorsement by TechM. Information contained in a presentation hosted or promoted by TechM is provided “as is” without warranty of any kind, either expressed or implied, including any warranty of merchantability or fitness for a particular purpose. TechM assumes no liability or responsibility for the contents of a presentation or the opinions expressed by the presenters. All expressions of opinion are subject to change without notice.

SLA MANAGER (SLAM) USER GUIDE - Tech Mahindra · SLA MANAGER (SLAM) USER GUIDE ... CUBES is an...

Documents

Transcript of SLA MANAGER (SLAM) USER GUIDE - Tech Mahindra · SLA MANAGER (SLAM) USER GUIDE ... CUBES is an...