UPDATING SERVICE LEVEL TARGETS
Updating service level targets may include aggregating a plurality of actions performed over each of a plurality of information technology service management (ITSM) records in a single service level target (SLT) database table since a prior update. Examples may include applying the aggregated plurality of actions to the SLT database table in a bulk operation. Examples may further include updating, at a predetermined elapsed time, each of the plurality of ITSM records in the SLT database table.
1 . A system for service level target (SLT) tracking comprising:
an aggregate engine to aggregate a plurality of actions performed on each of a plurality of information technology service management (ITSM) records in a single SLT database table since a prior update;
an apply engine to apply the aggregated plurality of actions to the SLT database table in a bulk operation; and
an update engine to update, at a predetermined elapsed time, each of the plurality of ITSM records in the SLT database table.
2 . The system of claim 1 , further comprising the apply engine to perform each action, of the aggregated plurality of actions, of a specific type in a single operation.
3 . The system of claim 1 , further comprising the apply engine to modify an SLT state associated with an ITSM record based on a corresponding applied action.
4 . The system of claim 1 , further comprising the update engine to update an elapsed-duration of each of the plurality of records in a single operation.
5 . The system of claim 1 , further comprising the update engine to progress an elapsed-duration of a portion of the plurality of ITSM records that have an active SLT state.
6 . The system of claim 1 , further comprising the update engine to determine an updated SLT status of each of the plurality of ITSM records.
7 . The system of claim 6 , wherein determining the updated SLT status of each of the plurality of ITSM records is based on comparing a corresponding updated elapsed duration and a target duration for each of the plurality of ITSM records.
8 . The system of claim 1 , further comprising the update engine to update a target date of each of the plurality of ITSM records in a single operation.
9 . A non-transitory computer readable medium storing instructions executable by a processing resource to cause a computer to:
update each of a plurality of information technology service management (ITSM) records in a single service level target (SLT) database table in a single bulk operation at a predetermined elapsed time, wherein to update comprises:
updating the SLT state of each of the plurality of ITSM records based on an aggregation of a plurality of actions performed on each of the ITSM records since a prior update;
progressing an elapsed-duration of each of the plurality of ITSM records based on a corresponding updated SLT state of each of the plurality of ITSM records; and
updating a target date of each of the plurality of ITSM records based on the corresponding updated elapsed-duration of each of the plurality of the ITSM records.
10 . The non-transitory computer readable medium of claim 9 , further comprising instructions executable by a processing resource to calculate a working period of an ITSM resource and creating a dedicated working-occurrences database table storing a working-occurrence associated with each of the plurality of ITSM records.
11 . The non-transitory computer readable medium of claim 10 , wherein updating the target date of each of the plurality of ITSM records is based on a corresponding working-occurrence associated with each of the plurality of the ITSM records.
12 . A method of service level target (SLT) tracking comprising:
updating, in a first single operation at a predetermined elapsed time, a SLT state of each of a plurality of information technology service management (ITSM) records in a single SLT database table based on an aggregation of a plurality of actions performed over each of the ITSM records since a prior update;
progressing, in a second single operation at the predetermined elapsed time, an elapsed-duration of each of the plurality of ITSM records;
updating, in a third single operation at the predetermined elapsed time, a target date of each of the plurality of ITSM records; and
detecting, in a fourth single operation at the predetermined elapsed time, each of the plurality of ITSM records that reach a predefined threshold.
13 . The method of claim 12 , further comprising updating, in a fifth single operation at the predetermined elapsed time, a target-definition associated with each of the plurality of ITSM records.
14 . The method of claim 12 , wherein updating the target-definition includes recalculating a target-date and SLT status for each of the plurality of ITSM records with a modified target-definition.
15 . The method of claim 12 , wherein detecting each of the plurality of ITSM records that reach the predefined threshold includes determining a consumed-percentage of a target duration relative to the predefined threshold for each of the plurality of ITSM records.