The Module SLA of DeepDesk allows you to define timers and goals that must be respected by our support when providing a service to a customer or when completing a task during a business process.
Unlike other Service Desk softwares, DeepDesk allows you to measure timers on every entity of the system, like Service Module records (called Operations), but even on CIs of the CMDB, to track, for example, the availability time of a Device.
The key concepts to understand how the SLA module works are:
- Calendars: fundamental entity to define the working time of the organization. We can create as many calendars as we want and those calendars will be linked to goals in order to determine when (working days) to count time limit that must be respected for the goal. Inside calendars we can define the days of the week and the working hours, as well as holidays that will be not considered when counting time for the goal.
These Calendars must not be confused with the Calendar Module of DeepDesk, that is used to view appointments on a visual calendar.
- Metrics: metrics represents which KPIs we have to measure inside the service we provide. A metric can be, for example, “Time to Respond” or “Time to Resolve” a Service Operation. Talking about the CMDB a metric could be the “Time of non-availability of a CI”. Every metric is defined by a Start and a Stop Expression to determine when to count time. Metrics are linked to Goals. A metric without a goal is not counted in the system.
- Goal: it is the target, talking about time, of a metric. Goal is expressed in hours/minutes and it is needed to determine wether a service respects the SLA (Service Level Agreement, according to customer’s contracts or internal targets). Goals can be defined related to OLA (Operational Level Agreement), or rather internal company targets. For example, the optimum time that a certain support level must have to manage the requests (eg: second level support must not manage urgent request for a long time).
Goals are linked directly to a metric and a calendar. Goals answer to the question: “how much time do I have, based on a working calendar, to complete a task?”.
- Timer: it is the value of a metric for a single record. DeepDesk stores for every record the value of every metric linked to it. Therefore, if a metric is defined as the “Time to Resolve” an operations, every operation that matches the conditions of the metric will have a record of timers with its value equals to the time counted for that metric.
Following you can find a scheme of the SLA Module main entities and their connections: