Traditional Service Level Reporting

Requirement

The client, a large outsource service provider required a tool to calculate Service Level Agreement (SLA) performance in line with its contract with a large multi-national bank.  

Challenges

Data for the SLAs had to be extracted from the client’s IT Service Management system, which was not set up to measure the SLAs as they were defined in the service provider’s contract.  Modifying the client’s system was prohibitively expensive. Complicated calculations were required to adhere to the details of the contract, and the output had to be in a format that could be readily copied into a PowerPoint presentation for reporting purposes.  There were six SLAs measured each month against seven teams and at the overall contract level.  

Solution

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SLA performance report detail

The solution was a custom built system based on Excel.  Data was extracted from the ITSM system and imported into the spreadsheet.  VBA code was used to calculate and report on the performance versus SLA.  The report dashboard used conditional formatting to illustrate SLA performance.

Design Highlights

This is a very traditional SLA report, and perhaps a bit old-fashioned.  It demonstrates what can be achieved with a small amount of code.  It is also an example of where Excel is required to bridge the gap between what a system can do (in this case the ITSM system) and the requirements of the business (measuring the SLA performance as per the contract).