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Insights and Updates: Navigating the Future of Service Management
Service Level Agreements
Insights and Updates: Navigating the Future of Service Management
Flexible SLA calculations now available in Xurrent, allowing organizations to choose between customer-focused or team-focused service level measurements for more accurate performance tracking.
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It is now also possible to add SLA Notification schemes to standard service requests in the Service Offering form.
Six new reports have now been created, which report on SLAs looking only at the customer (or end-to-end) SLAs.
The Supplier and Supplier request ID fields are now also shown in the affected SLAs that are visible from the SLA reports.
A person with the Service level manager role is now also able to share dashboards with customer representatives.
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When the status of a record is set to ‘Waiting for Customer’ and the SLA clocks for the provider are stopped, a system note is now generated.
The availability target for the Premium Xurrent Service offering has been increased from 99.8% to 99.95%.
The checkbox ‘Provider not accountable’ in task templates stops the SLA clocks of the requests that are linked to the workflow of this task.
It is now also possible to update customer representatives of a service level agreement using automation rules.
It is now possible to select multiple customer representatives per service level agreement.
It is now possible to use automation rules to update the members of a skill pool, and conversely to link a skill pool to a person.
When registering a request and applying service instances using the SHB, the selected path is now remembered and expressed in the ASLAs.
The logic for deciding which SLAs are considered ‘affected’ in cases where the service hierarchy browser is not used has been improved.
To give organizations better insight into requests that were responsible for breaching at least one affected SLA target, two new reports have been created.
A new filter has been added to the SLA reports. It limits the data to the affected SLAs linked to requests from a specific source.
To explain exactly how the actuals are calculated in SLA reports, an information icon has been added to these reports for each KPI.
A new report has been added to the ‘Reports’ section of the Analytics console. The new report is called ‘SLA Availability’. It offers a graphical representation of target and actual availability over time. The data used to generate this report is the same as the data that can be found in the ‘SLA Reports‘ section […]
Yet another improvement has been made to the time entry export feature. This feature is primarily used by managed service providers (MSPs) to integrate their Xurrent environment with their billing system. A time entry export file already included the service, as well as the customer of the service, for each time entry. Now the following […]
Most end users are not familiar with the term 'service instance', so this term is now avoided in Xurrent Self Service.
A few more date range filters have become available to create more specific views and reports of several record types.
Now organizations can look up the number of affected SLAs in the report 'Percentage of SLA Resolution Targets Met and Violated by Service'.
A new filter has become available that makes it possible to filter the SLA reports in the 'Reports' section by a specific SLA.
Xurrent now also makes it easy to define 'Next Business Day' SLA targets, which are commonly offered by managed service providers (MSPs).
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Eight columns have been added to the Affected SLA export files to make it easier for provider organizations to include more detail in their invoices.
The Xurrent account name of an SLA's customer or provider organization is now displayed when this organization is external.
The option 'Service Navigator' is now also available in the Actions menu for people who are working the 'SLA Reports' section of Xurrent's Analytics console.
The actual availability calculation for the current month has been adjusted to reflect what the actual availability will be at the end of the month if no more outages occur.
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A new SLA report has been added for support organizations that want to set a target for each commonly submitted RFCs or RFI.
To help organizations maintain a clean list of service categories, account administrators are now able to delete any unused categories.
When you drill down from an SLA report into the requests, it is now easier to identify the requests that a provider was no longer expected to complete.
It is now possible to reactivate an expired SLA, first line support agreement or contract. This makes it possible to temporarily expire an agreement, or to activate a contract again after its status was accidentally set to ‘Expired’.
The Expiry Date column has been added to the views of SLAs, first line support agreements and contracts. This column is primarily intended to provide an easy way to look up the agreements and contracts that are about to expire.
Service level managers are now also able to instantly expire an SLA by manually updating its status to 'Expired'.
There are different ways to specify who is covered by an SLA. The coverage of most SLAs is defined by selecting the organizations which employees are to be covered. Enterprises with large organizational hierarchies asked for an extra coverage option for situations where all people of a company, including all of its departments, need to […]
