Associate KPIs with an SLAAssociate KPIs with an SLAYou use the KPIs tab in the Service Level Agreements (SP) application to associate key performance indicators (KPIs) with a service level agreement (SLA). A KPI is a metric that allows you to track critical performance variables over time. KPIs are informational only, and exist at the system level. Knowledge of SQL might be required to build a KPI.
To view the KPI graphs, you must use either the KPI Manager application or add the KPI portlets (table windows) to your Start Center. The gray arrow on the graph represents the number you specify in the Target field. The orange arrow represents the number of records found for this query. The green area of the graph is the target zone, the yellow area represents the warning zone, and the red area is the alert, or danger, zone.
Choose from the following options:
From the Service Level Agreement (SP) application, open or create an SLA record.
Click the KPIs tab.
Click New Row. The Row Details open.
In the KPI field, enter a value or click Select Value 
to choose a KPI. The system
displays the values associated with that KPI in the remaining fields on
that row.
Click Save SLA
. The system associates the KPI with the SLA.
From the Service Level Agreement (SP) application, open or create an SLA record.
Click the KPIs tab.
Click Create KPI. The Create KPI dialog box opens.
Note: The system defaults the SQL statements from the SLA if it applies to tickets or work orders. The system does not default any SQL statements to the KPI if the SLA applies to any other business object.
Define the KPI:
Type a name in the KPI Name field.
Enter a description
in the Description field. To enter
additional information, click Long Description
.
In the Calculation Type field, select DECIMAL or PERCENTAGE from the drop-down list.
If appropriate, in the Query Details table window, edit or create the Select statement or Where clause. This SQL statement defines what records the system uses for this KPI.
In the Target field, type the number that you want to target for this metric. On the KPI graph, this number is represented as a gray arrow, and the number of tickets that fall into the "good" category are shown in green.
In the Caution At field, type the number of records at which the "warning" level begins. The warning area of the graph is shown in yellow. A number fewer than this value falls into the green zone.
In the Alert field, type the number of records at which the "alert" level begins. The alert area of the graph is shown in red.
If appropriate, click Make Public? to allow other users to see this KPI.
If appropriate, link this KPI to another KPI or link this KPI to a report, or both.
Click OK. The Create KPI dialog box closes and adds the new KPI to the KPIs table window.
Click Save SLA
. The system associates the KPI with the SLA.
Associate Assets and Locations with an SLA