Chapter 7: Administration | Service Level Agreements |
Service Level Agreements
Service level agreements (SLAs) are a set of standards established to gauge the performance of machines, work items, etc. Helpdesk Solution provides reports that provide data regarding your SLAs. These reports, combined with Helpdesk Solution Notification Policies, provide a powerful tool for managing your SLAs.
The Helpdesk Solution SLA reports can be accessed through the Notification Server Web
Administrator by clicking Start > Programs > Altiris > Altiris eXpress > Notification Server > Web Administration Console, then in the left pane selecting Helpdesk Solution > Reports > Service Level Agreement.
Helpdesk Solution provides these SLA reports:
1Work items not completed within the SLA
2Work items that are past due (not closed)
3Average time to close work items by category
4Average time to process a work item
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