ON AUTOMATED SERVICE LEVEL REPORTING

摘要

Service Level Reporting is a well-established component of Service Level Management. Its importance and resource requirements increased dramatically with the advent of internal and external Outsourcing. For a mid-sized organization (mainframe, 40 Unix systems and PCs) it takes 120 days annually - too much. This paper describes an approach to automated Service Level Reporting which achieved major man-power savings. First, Service Level Reporting is positioned. The problem (reporting effort) is formulated next and the solution described. The paper concludes with case studies and 'futures'.