How do you report IT Operations service level agreements?

1 Define the reporting objectives and requirements

Before you start reporting IT Operations SLAs, you need to clarify the purpose and scope of the report. What are the main questions or goals that the report should address? Who are the intended audience and stakeholders of the report? How often and in what format should the report be delivered? What are the data sources and tools that you will use to collect, analyze, and present the SLA metrics? By defining the reporting objectives and requirements, you can ensure that your report is relevant, accurate, and consistent.

2 Collect and validate the SLA data

The next step is to gather and verify the data that will support your SLA report. Depending on the type and complexity of the IT services, you may need to use different methods and systems to measure and record the SLA metrics, such as service desk tickets, monitoring tools, surveys, audits, or logs. You should also ensure that the data is reliable, complete, and up-to-date, and that it follows the agreed-upon definitions and standards for the SLA metrics. You may need to perform some data cleaning, filtering, or aggregation to prepare the data for analysis.

3 Analyze and interpret the SLA data

Once you have the SLA data ready, you need to analyze and interpret it to generate meaningful insights and conclusions. You should compare the actual performance of the IT services against the SLA targets and thresholds, and identify any deviations, trends, patterns, or anomalies. You should also evaluate the root causes, impacts, and implications of any SLA breaches or failures, and highlight any areas of improvement or best practices. You should also consider the feedback and satisfaction of the customers and other stakeholders, and how they relate to the SLA metrics.

4 Visualize and communicate the SLA data

The final step is to visualize and communicate the SLA data in a clear and compelling way. You should use appropriate charts, graphs, tables, or dashboards to display the SLA metrics and their performance over time, and to emphasize the key findings and recommendations. You should also use simple and concise language to explain the SLA data and its significance, and to provide context and evidence for your claims. You should also tailor your report to suit the needs and expectations of your audience, and to convey the value and benefits of the IT services.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?