SLA Completeness Matrix

Introduction

When we configure SLA it’s a multistep process, majorly it involves configuration of SLA Type, configuring suitable SLA rules (Under this SLA Type), and updating values for the defined rules (this value is the actual time component of any SLA)

The inter dependency is according to following representation.

Figure: SLA Inter Dependency

In the above dependency order, if the next state is not defined then, the entire SLA is unusable hence it will not be applied to any record.

However, as it’s a multistep process and designer may not be in a situation to determine the completeness of SLA configuration. As the  SLA configuration state remains undetermined, like the level of configuration and pending tasks. To overcome this challenge for the Application Designers, SLA Completeness Matrix is introduced and is available across SLA Designer list pages.

SLA Type

Configure SLA Type in the SLA Designer and click SLA Completeness Matrix icon on the SLA Type list page.
Example: Configured SLA Type is Turn Around Time (TAT) SLA.

Figure: SLA Type List

As that you have configured only SLA Type Turn Around Time (TAT) SLA, let us view it’s SLA Completeness Matrix. As you click on SLA completeness Matrix icon a pop window is displayed with what needs to be configured next to complete the SLA configuration.

Figure: SLA Completeness Matrix

For the description about the above SLA Completeness Matrix, refer to the following:

How to determine overall Completeness of Matrix?

Every SLA Type on the Completeness Matrix is represented using green and orange check mark.

As a system, the SLA Completeness Matrix should be displayed as Completed only after a Default SLA is defined, until then it will display the status as Pending. Default SLA Rule is configured in the SLA Rule.

Let’s Configure SLA Rule for the configured SLA Type.

SLA Rule

To configure SLA Rule, you can achieve in two ways, either navigate through SLA Completeness Matrix or go to SLA Rule list page and click New.

Note

If you navigate through SLA Completeness Matrix, the details such as SLA Type, Domain, Sub Domain and Tenant details is auto populated.

1. Click add icon in the SLA Type of the Completeness Matrix.
   Figure: SLA Completeness Matrix
   

2. SLA Rule configuration screen is displayed.

   

   Figure: SLA Rule Configuration screen
   

3. Complete SLA Rule configuration and click SLA Completeness icon  on the List page to view the configured SLA Rule on the Matrix.
   

   

   Figure: SLA Rule Completeness Matrix

SLA Value

SLA Matrix is not complete because SLA Values are not assigned to the configured SLA Rule and Type. To configure SLA Value, you can achieve in two ways, either navigate through SLA Completeness Matrix or go to SLA Value list page and click New.

Note

If you navigate through SLA Completeness Matrix, the details such as SLA Type, SLA Rule, Domain, Sub Domain and Tenant details is auto populated.

1. Click add icon in the SLA Rule of the Completeness Matrix.
   

   Figure: SLA Completeness Matrix
   

2. SLA Value configuration screen is displayed.
   

   Figure: SLA Value
   

3. Complete SLA Value configuration and click SLA Completeness icon  on the List page to view the configured SLA Value on the Matrix.
   

   Figure: SLA Completeness Matrix

SLA Matrix Status is now complete in the Matrix which indicates that it is ready to use across the application.

Note

As a system, the SLA Completeness Matrix should be displayed as Completed only after a Default SLA is defined, until then it will display the status as Pending.

The SLA Completeness Matrix displays the name of the Module for which the SLA is configured. This remains constant across the Completeness Matrix screens.

Figure: Module on SLA Completeness Matrix

The Search box enables you to search for any configured SLA Rule within the the SLA Completeness Matrix. This search is performed across all the SLA Types.

Figure: SLA Completeness Matrix Search