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Chapter 7: Administration Service Level Agreements
Altiris Helpdesk Solution User Guide 141
Service Level Agreements
Service level agreements (SLAs) are a set of standards established to gauge the performance of
machines, work items, etc. Helpdesk Solution provides reports that provide data regarding your
SLAs. These reports, combined with Helpdesk Solution Notification Policies, provide a powerful
tool for managing your SLAs.
The Helpdesk Solution SLA reports can be accessed through the Notification Server Web
Administrator by clicking
Start > Programs > Altiris > Altiris eXpress > Notification Server > Web
Administration Console
, then in the left pane selecting Helpdesk Solution > Reports > Service Level
Agreement
.
Helpdesk Solution provides these SLA reports:
1 Work items not completed within the SLA
2 Work items that are past due (not closed)
3 Average time to close work items by category
4 Average time to process a work item