Explaining Service Level Agreement and Reports

Objective

After completing this lesson, you will be able to explain service level agreements and reports.

Service Level Agreement

The figure explains the basic topics of Service Level Agreements (SLA), like: Target Roles (Master Data Steward or Master Data Expert), Dimensions, and Key Metrics like Processing Time and Statuses.

The figure, Service Level Agreement (SLA), explains the basic topics related to SLAs.

Business benefits include the following:

  • You can analyze the processing times and statuses of change requests. This involves monitoring business activities, tracking compliance with service level agreements (SLAs), optimizing processes, and turning insight into action.
  • General: The process is more visible. Statistics and graphics allow you to identify and fix gaps in the process, bottlenecks, and errors. You can navigate directly to problematic change requests and fix the problems.
  • Processing Times: You can detect peak and off-peak times during the processing of change requests. You can compare processing times to SLAs and identify which change requests meet or exceed a specified due date. You can also measure how long it takes to process change requests, both by change request type and by data model.
  • Statuses: You can identify the change request types that are processed quickly and the ones that are processed slowly. You can access summaries of the statuses of change requests (for example, final rejected, final approved, and created). You can also analyze why change requests of a particular status include errors or get rejected.

Definition of a Service Level Agreement (SLA) in Master Data Governance

The screenshot shows the customizing settings for Service Level Agreement. Here you can see 3 priority levels with a defined response times.

You can define separate SLAs for each priority of a change request type.

Perform the following steps:

  1. Run transaction MDGIMG.
  2. Choose: General Settings→Process Modelling→Change Requests→Create Change Request Type.
  3. In the Change Request Type view, select a change request.
  4. Open the Service Level Agreement for Change Request Types view.

For each SLA, you can specify:

  • Days
  • Hours (Half day)

Reports

Reports on SLA

The apps for Analysis of Change Request Process are available in the SAP Fiori launchpad for each application area.

The screenshot shows the Processing Time (List) App with filter functions and the corresponding result list.

Further details:

  • The Processing Time (List View) screen allows you to monitor the processing times of change requests. First, you specify a priority and a time scale.
  • You can choose the Show Details button, to see results broken down by data model and change request type.

It is possible to analyze the data based on the Priority.

The data can be displayed based on a weekly, monthly, quarterly, and yearly basis. The default value is the past four weeks.

The first screen displays the number and percentage of change request which have:

  • Due Date Exceeded

  • SLA Violated
  • On Time
  • No KPI defined
The details view of the Processing Time shows the status of the Change Request Types sorted by the Data Model.

This screen opens when you choose the Show Details button on the previous screen.

Based on previous selections, the system shows values per change request type. If the amount is less than 200, you can drill down to the detailed list of change requests.

You can monitor compliance with the following KPIs:

  • The SLA defined in Customizing for each priority of the change request type

  • The due date that is optionally defined when a change request is created

Traffic lights summarize the compliance of processing times to KPIs.

The Status Report (List) app allows to select a priority and time frame to find the change request you are interested. From the result list, choose Show Details to see more details.

The figure of the Status Report (List) Analyticssection shows details of the status report.

The screenshot shows the status overview details sorted by the data domains. It provides details about Change Request with Status Final - Rejected, Final - Approved, and Created.

The preceding figure shows that you can show details of the statuses of change requests broken down by change request type and data model.

Status Report (List View), Side Panel

The screenshot shows the side panel for the Change Requests Status. The side panel shows a pie chart with different colors for approved, rejected, and other change requests.

You can open a side panel that graphically summarizes on-screen status data. (This is achieved by automatic integration with the Business Context Viewer.)

To display a graphical presentation, choose the Side Panel link. Mouse over shows the details of the pie chart.

The screenshot shows the app My Change Request with the side panel. The side panel offers a graphical overview as a pie chart showing the status of your change requests. Status can be: approved, rejected, error, draft, and in process.

The figure of the Side Panel for My Change Requestsshows the result of a side panel report.

Process Insight with SAP HANA-Based Analytics

The screenshot show the SAP HANA-based analytics overview, like the Finally Approved Requests, Processing Time Exceeded, Average Delay Time, On Time, Open Change Request, Finally Rejected Requests, etc.

SAP HANA-based analytics allows systematic analysis of SLA compliance/failures in master data governance processing.

This is only valid for master data governance as co-deployment on SAP ECC system.

Business Value

  • Visualizing and identifying process issues in large amounts of information in real time
  • Appropriate remediation activities through systematic analysis of SLA failures
  • Collaboration with the persons in charge for fast correction

Analytics can retrieve the following information associated with change requests:

  • Object-based change request analytics
  • Change document-based change request analytics
  • Workflow-based change request analytics
  • Critical attribute-based change request analytics

See extensibility guides:

https://www.sap.com/documents/2016/06/1e597517-757c-0010-82c7-eda71af511fa.html

Perform Simple SAP Master Data Governance Change Request Analytics

Business Example

You are acting as a business user of the logistics department. You are supposed to execute a report for analyzing master data governance processing time.

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Learning

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