ASSESSING THE IMPACT OF AN INCIDENT IN A SERVICE LEVEL AGREEMENT

摘要

Assessing the impact of an incident in a Service Level Agreement (SLA) by a system including a plurality of nodes organized in a hierarchical structure is disclosed. An incident record for an incident related to a service at a first node is received and an actual impact of the incident at the first node is calculated. The calculated actual impact is transferred to a parent node until a root node is reached. The actual impact of the incident is calculated at the parent node and a final actual impact and a total financial impact for the SLA are calculated at the root node. The actual impact at each node, the final actual impact, and the total financial impact are calculated dynamically while the incident is in progress.