SLA monitoring?

The Northern Monkey

Can anyone explain to me what SLA monitoring is?

Sorry to be a bit vague... not much on the net :?

bails87

From an NHS background, does SLA stand for service line agreement?

The Northern Monkey

Possibly... its on a job spec that i'm looking at/applying for, but I have no fapping idea what it is :?

actually, just looked it up... that sounds spot on and I know wha they mean now!

Cheers matey, something else to add to my CV!

cat_with_no_tail

Previous jobs I've done SLA always meant Service Level Agreement.

For example, in Customer services, your service level agreement could be to answer calls within 5mins, or reply to emails in 6hrs.

If you weredoing SLA monitoring, it'd probably be checking that SLAs were being met, and if not, finding out why and implementing a fix. If they are all being consistantly met and exceeded, you'd be looking to change them to drive service forward.

so is my understanding of it.

The Northern Monkey

aye thats fine... I think in this context its more to do with adhering to customer requirements/contracted agreements which would make sense

kenan

Cat With No Tail wrote:

Previous jobs I've done SLA always meant Service Level Agreement.

+1

Kiblams

Cat With No Tail wrote:

Previous jobs I've done SLA always meant Service Level Agreement.

+Potato.

I have a few different SLAs for different clients in my current job, without the software to track the issues, it would be difficult to tell when I need to get back to them. (would make it difficult to tell if I had missed them also of course )

The Northern Monkey

Kiblams wrote:

Cat With No Tail wrote:

Previous jobs I've done SLA always meant Service Level Agreement.

+Potato.

I have a few different SLAs for different clients in my current job, without the software to track the issues, it would be difficult to tell when I need to get back to them. (would make it difficult to tell if I had missed them also of course )

Ahh so like a query logger?

Sweet, I use them all the time!

R0B75

SLAM!!

Gives me nightmares about my old job. Eww!

nicklouse

to me SLA is Stereolithography

http://en.wikipedia.org/wiki/Stereolithography

but i guess not what you are on about.

The Northern Monkey

nicklouse wrote:

to me SLA is Stereolithography

http://en.wikipedia.org/wiki/Stereolithography

but i guess not what you are on about.

thats SL! even says on the link!

R0B75

SLA monitoring or SLAM *shudders* is monitoring of the Service Level Agreement on an incident by incident basis, usually with the use of a peice of software, such as AMDOCS. It will tell you when a particular incident reaches certain thresholds and will notifiy all involved parties. Ultimately the aim of this tool is to use it to avoid the SLA of an incident failing, which for some companies incurs financial penalties.

nicklouse

The Northern Monkey wrote:

nicklouse wrote:

to me SLA is Stereolithography

http://en.wikipedia.org/wiki/Stereolithography

but i guess not what you are on about.

thats SL! even says on the link!

read more.

there is SLA and SLP

spongtastic

and SLA's, what you've said you'll do, are meaured by KPI's or Key Performance Indicators.

ie the SLA says 'All calls answered within 5 rings' KPI says '95% of the time' or SLA says 'We'll make stuff for you' and KPI says 'we'll make 100 bits of stuff for you per hour'

The KPI's can then be given a further weighting in terms of penalties points ie a 100% KPI failure might be loss of power, a 10% failure might be skid marks on a toilet bowl.

The points might then be totalled and then when they go through a certain threshlod incure financial penalties or just start to incur penalties.

Some people use KPI's as a trigger for action, after taking on a contract where failures were incurring penalties of £14k per month, you can see this is wrong.

I look after 3 contracts with a total of over 200 KPIs. The monthly reports for these are fun.