Service Level Management - The Game
In Sturm, Morris and Jander's book, "Foundations of Service Level Management", Service Level Management (SLM) was defined as: "The disciplined, proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost."
What they didn’t mention in their book is "Service Level Management - The Game".
At Correlsense, we believe that Service Level Management should not be so tough (have you ever tried to use existing Service Level Management solutions?). That is why we developed SharePath which, among other things, aids in Service Level Management by visualizing all of your application's transactions in a single bubble chart. Performing Service Level Management by visualization means that you can monitor your Enterprise’s application performance at a single glance.
Service Level Management – Game Layout
What’s the bottom line in regards to Service Level Management? How well you are complying with your Service Level Agreement? Your transaction’s latencies? Tthat is precisely what our bubble chart shows:
- Each bubble represents a transaction type
- The size of each bubble represents the number of transaction activations happening in the defined time frame
- The radial distance from the center of the chart represents how well a certain transactions are complying with SLA requirements, a transaction bubble will be in the center of the chart if 100% of its activations comply with the SLA requirement.
Service Level Management – Game Objective
The point of the Service Level Management game is to keep all of the transaction bubbles as close to the center as possible, below is an example of someone who is losing the game with bad Service Level Management:
Not Complying with the Service Level Agreement
So how do you win the Service Level Management Game?
You invest in SharePath, which will help you keep all of those transaction bubbles in the green zone.
Now of course Sharepath's bubble chart is much more advanced than what we have defined here in the game, in fact the Business Transaction Management Blog has a post with a short video on the bubble chart that you can view.
Performing Service Level Management at a glance is only one of many of Sharepath's capabilities, contact us for a web meeting so that we can show you what SharePath can do for your Enterprise.