Periodic Service Level Agreement (SLA) and System Monitoring

Why: Service Level Agreement (SLA) compliance via periodic system monitoring from the end user perspective and system metrics perspective can provide an understanding of the on-going trend characteristics, behavior and performance of your Remedy ITSM system, ensuring that you are maintaining service levels, monitorng system performance trends and are aware of any potential issues before they actually affect end users.

Scope: Scapa TPP will be used to sample the end user experience to monitor the health, behavior and performance characteristics of your Remedy ITSM system to your SLA specifications, with a view to reporting SLA compliance or identifying non-compliant areas, via automatic alerts (via email).

Outcome: The Scapa Technologies professional services consultant configures Scapa TPP to schedule periodic testing of the system, consisting of one or two users (for each of the purchased workflow scenarios). Automatic alerting and an automatic post-test report will provide end user experience SLA compliance data. In addition, system performance characteristics and behavior will be recorded during the monitoring tests, which will identify any potential problem areas or threats to service levels, as well as any requirements for further testing and monitoring activities.

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