- Based on previous experience and success of SLAM v1.0 and v2.0 Business Activity Monitoring tools (BAM) to actively monitoring SLAs to avoid penalties and to allow service center to prioritize tasks, but in this new version 3.0 enhancing by using SQL Server 2008 SSAS (Analysis Services) Cubes creating Real time operational data stores per SBU and from existing EMEA HRS Data Warehouse that will serve other reporting and BI purposes.
- Define needed measures on working time per ticket, pending time per ticket and other measures of interest to calculate SLA due dates
- Using MDX create all needed calculations and HR Service Center KPIs as agreed with customers thus enhancing time to deliver operational reporting allowing real time updates of KPIs (every 15 minutes) and trends versus previous tedious extractions and spreadsheets calculations from OLTPs
- Using SSRS and Report Viewer to expose information on SLA levels, due dates and transactions where SLA will be compromised (from same Cube), other number of measures and attributes agreed with business as well as needed operational color-coded KPIs scorecards representing service center performance and trends.
