IMAC Service Delivery Reports and SLA Tracking

Quick answer

What is IMAC Service Delivery Reports and SLA Tracking?

An IMAC service delivery report is a periodic summary of completed work orders showing volumes by task type, performance against agreed SLA targets, and exceptions with their causes. Deploris compiles it from closed tickets, so IT managers can see throughput, missed targets, and repeat issues and use that data in service reviews and capacity planning.

WHAT THE WORK COVERS

What IMAC Service Delivery Reports and SLA Tracking includes.

01Order volumes by task type (install, move, add, change, disposal), by site, and by complexity tier

02SLA performance measured against the definitions agreed in the written scope, such as response, arrival, and completion

03A breach list with the cause of each miss and whether it sat with the customer, the site, or Deploris

04Exception categories such as access denied, user absent, wrong part, or network port not ready, counted and trended

05Completed-on-first-visit versus revisit needed, plus the open backlog and its age

06Parts and consumables used, so repeat spend is visible

07Recommended actions for the next period, such as pre-staging stock or tightening the request template

HOW WE DELIVER IT

How it is delivered.

1
Define the measures
Before work starts we agree what each SLA clock means: when it starts, when it stops, which hours count, and how customer-caused delays are treated.
2
Capture data on every ticket
Timestamps, outcome codes, exception reasons, and parts used are recorded as part of closing each work order, not reconstructed at month end.
3
Compile and review
The engagement manager compiles the report, checks breaches against the ticket history, and prepares explanations and proposed fixes before it reaches you.
4
Service review
We walk through the numbers with your IT or facilities lead at the cadence you choose, agree actions, and adjust scope, staging, or scheduling accordingly.

INPUTS AND OUTPUTS

What you provide and what you receive.

You provide

Your SLA expectations and any contractual definitions you already use with business units
The reporting format, cadence, and recipients you want
Visibility of customer-side delays, such as access refusals or late approvals, so they are attributed correctly
Business context for the period, such as planned moves or hiring waves, so volumes can be read properly

You receive

A periodic report with volumes, SLA results, and a categorized exception list
Breach explanations tied to specific tickets
Trend comparison against the previous period using the same definitions
A short list of recommended actions with owners for the next period

WHEN IT FITS

When this is the right deliverable.

Scenario 01

A service owner has to report IMAC performance to the business each month and currently builds the numbers from raw ticket exports.

Scenario 02

You are comparing a field services supplier against internal expectations and need consistent data on response, completion, and repeat visits.

Scenario 03

A hiring or office consolidation wave is coming, and you want the volume history to plan staging, stock, and engineer capacity.

WHERE WE DELIVER

Delivered in 75+ metros across 11 countries.

Local, vetted engineers deliver this work on site across the United States and Western Europe, coordinated by one engagement manager.

United States Germany Austria Switzerland France Italy Spain Netherlands United Kingdom Ireland Portugal

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QUESTIONS

Frequently asked questions.

What should an IMAC service delivery report contain?

It should contain order volumes by task type and site, SLA results against agreed definitions, a list of breaches with causes, categorized exceptions, first-visit completion, open backlog, and recommended actions. Each figure must trace to specific tickets, so the report can be verified instead of simply trusted.

How is SLA compliance measured for IMAC tasks?

SLA compliance is measured against clocks defined in the written scope: for example, time to respond, time to arrive, and time to complete. The definition must say when each clock starts and stops and how customer-caused delays are handled. Without that, two parties can read the same ticket and reach different results.

How often will we receive service delivery reports?

Monthly is typical, but the cadence is agreed with you in the written scope. Large project engagements may need weekly status during active phases, with a summary at close. Exceptions that affect your users, such as repeated access failures, are raised with you as they happen instead of waiting for the next report.

Does the report show why SLAs were missed?

Yes. Each breach is listed with a cause category, such as site access, parts availability, user availability, scheduling, or engineer performance. That separation matters, because the fix differs for each. It stops the report from becoming a count of misses and turns it into a list of things that can be corrected.

MORE DELIVERABLES

More from IMAC & Projects.

01

IMAC Work Orders With Completion Criteria

Field IMAC work orders for install, move, add, change and disposal tasks, each with written scope, testable completion criteria and site sign-off.

Learn more

02

IMAC Asset Register and CMDB Updates

Keep your asset register and CMDB accurate after every install, move, add, change or disposal, with serials, locations and status captured at the device.

Learn more

03