When SLA management was presented in Microsoft System Center 2012 Service Manager, one of the first things we did was SCUtils SLAInstanceDuration. It occurred because all our customers using SCSM 2012 wanted to know how they performed against Service Level Objectives (SLO) targets. For instance, if the target resolution time was 16 hours for Low Priority incidents, the average time could be 2 or 142 hours. Knowing the statistics they could adjust the SLO targets to more realistic limits or start to make some improvements in the processes. SLO links to calendars so that a simple time span doesn’t represent an actual duration (consider weekends, etc). The first version of SCUtils SLAInstanceDuration solved the task counting an interval in minutes between start and end time of each SLO instance only within working hours of the linked calendar.
Sometimes we received requests to make our solution calculate a SLO duration not only within he working hours but also during the time when a parent work item is NOT in ‘Pending’ or ‘On Hold’ status. That makes sense for situations when SLO has been breached due to conditions over which IT staff has no control.
In the SCUtils SLAInstanceDuration version 1.2 we have added a new counter “Active duration”. The “Active duration” value lets you evaluate a work item based on the actual time when the work item was in a “dynamic” phases.
For the convenience of our customers, we have updated the sample reports to include “Active duration” data and published them in our blog.