Category: (2) TAM Application Type
Application Identifier: 5.18.3
Maturity Level: 4
Overview
Customer SLA Analysis applications provide the
necessary functionality to analyze performance with respect to the established
Service Level Agreement.
Functionality
Customer SLA Analysis functionality includes:
- Translating performance and commitment data received into a form suitable for SLA analysis.
- Analysing the level of service received by the customer and comparing it to the contractual obligations. This can include analysis of historical SLA information as well.
- Monitoring “pending” SLA violations before they occur (“Jeopardy”) by measuring current performance/commitment activity compared to SLA thresholds
Supported Business Services
