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Create SLAs

The IBM Process Designer enables you to create service level agreements (SLAs) that you can use to analyze the performance of your business processes over time.

When you run instances of your processes, SLA consequences do not trigger until the associated activity starts or completes. SLAs enable you to easily report on violations and, for example, understand the trend in violations over time. You should use other methods, such as timer events, to enable end users to immediately react to time-based conditions.


Procedure

  1. Start IBM Process Designer and open the appropriate process application or toolkit in the Designer view.
  2. Expand the Decisions category in the library and select Service Level Agreement from the list.

  3. In the New Service Level Agreement window, type a descriptive name for the new SLA and click Finish.

  4. Optionally provide a description for the SLA in the Documentation field.

  5. In the Trigger section of the window, the default trigger statement is displayed: Whenever the condition is violated:

    1. Click Whenever (displayed in blue font and underlined) to change the trigger for the SLA.

      For example, if you select Violated % of the time over period, the trigger statement changes to: When the condition was violated 10% of the time over the last day.

    2. Click 10% of the time to set the percentage that you want and then click last day to set the time frame that you want.

  6. In the Condition section of the window, the default condition statement is displayed: TheTotal Time (Clock) KP I for <select activities> is greater than 1 day.

    1. Click The to choose from: Single value, Sum of values over time, or Average value over time.

    2. Click Total Time (Clock) to choose the key process indicator (KPI) that you want to use.

    3. Click <select activities> to choose the activities to which you want to apply this SLA. All activities are displayed under the BPD in which they reside.

    4. Click greater than to choose from: greater than, less than, or equal to.

    5. Click 1 day to choose from: Threshold, % above threshold, % below threshold, Value above threshold, Value below threshold, or Value. Then set further parameters as necessary.

  7. In the Consequence section of the window, select the check box next to the action that you want to take when the specified condition is violated.

    1. To choose the Send email option, click <enter email address> to provide the address or addresses of the recipients of the notification. Separate addresses with a comma.

    2. To choose the Initiate process option, click <select process> to choose the BPD that you want.IBM BPM displays the BPDs in the current process application and any BPDs in referenced toolkits. The process that you run as a consequence of the violation must have the following input variables:

      Input variable Type Description
      violationRecord SLAViolationRecord Indicates which SLA was violated, to what degree, and when.
      parameters XMLElement Reserved for future use.

  8. Click Select next to the Expose to view label to choose the participant group whose members can view data for this SLA in the My SLA Overview dashboard in Process Portal.

  9. Click the Save icon in the toolbar.
  10. Test the SLA in the My SLA Overview dashboard in Process Portal. If the dashboard does not display any data, complete one of the following steps:

    • In the Process Portal application, select Implementation > Periodic SLA Update, and click Run now.

    • Include the Update All SLA Statuses service from the system toolkit in a process application, and run the process application in Process Portal before you test your SLA.

Autotracking IBM BPM performance data