SLA basic reporting percentage - Achieved & Breached

[Allan Ray]

Hello 

im new to this tool and would like to know how to get basic SLA reporting for our assigned group. 

what i need is separate or combined in one page.

1. Achieved SLA % monthly 
2. Breached SLA % monthly 

basically i need to know our monthly SLA target achievements of our incident tickets whether we are hitting our SLA targets like  98% , 95% or100% 

appreciate your help! thanks! 

[Tommy SN Sahlin · Accepted solution]

Hi guys,

I don't completely agree with gargharshdeep88's suggestion... Source Type and Table is fine, report Type depends on what you want to visualize. However I think the grouping and filtering should be built a bit differently. Try to avoid using the stage "Achieved" since it is deprecated.

How it should be built will depend on how your SLA Definitions are defined, and how you use the Incident State model. It will also depend on your reporting requirements, and if you need the reports for analytical or operational reasons.

But, as an example (making some best practice assumptions), say that you want to follow up on how many incident SLA's have been handled per month, and for each month see how many percent have breached (and how many have not):

• Data:
• Source type: "Table"
• Table: "Incident SLA"
• Conditions (funnel): I would simply use "Stage is Completed" since I'd only want to follow up on completed Task SLA's. Typically a Task SLA is set to Stage Completed when the incident is set to State Closed, which is when the user and the support organization are in agreement that the incident has been dealt with in a satisfactory way.
• Type: if I only wished to see the previous month's result, I'd choose a pie chart. But since I, in this example, want to see the result for all previous months, I'll instead choose Time Series > "Line" or "Area" (depending on what you like best).
• Configure:
• Group by: "Has breached" (which is a true/false field), so that you for each month will see how many have breached and how many have not
• Trend by: "Closed" since I want my report grouping based on the time stamp for when the incidents were closed
• per: "Month" (since this example is monthly, although there are several other options)
• Aggregation: Count

If I instead were looking to create operative reports, to see how things are going in run-time, I might preferrably create a few "Single Score" reports (counters) showing how many incidents have breached, how many are close to breaching etc and put them in a dashboard together with a couple of overview reports that can be grouped by state, priority, group etc by the dashboard user.

cheers, hope that helps  /Tommy

[Allan Ray]

thanks tommy appreciate the help! although i was looking for the % . but the 'display data table' check box works the same way anyway. thanks alot!  

[ServiceNowNewb]

Hi Tommy,

May I ask about "Single Score" graph, I'm trying to do for my team however, the value seems incorrect. The numbers seems duplicate, I'm not sure how to resolve that. 

Below are my conditions :
Total INC tickets has breached

Assigned to below teams

[Tommy SN Sahlin]

Hi, it's hard to say without seeing the underlying data... but a couple of things to check:

• your report includes all SLA Tasks, even those inactive (tyically when the incident is closed). I that what you want?
• have you considered that incidents may have more than one Task SLA attached? Your report will include ALL Task SLAs for these groups, regardless of SLA Definition.

cheers, hope that helps  /Tommy

[Taras1]

Do you guys know how to indicate incident priorities in that report? I am looking for a report of Incidents that met targets by Priorities, so that information can be helpful in reviewing out SLAs.

[Tommy SN Sahlin]

Hi Taras1,

if I understand you correctly then sure, you can click "Additional group by" and add Priority. Then the user can choose what to group by using the drop-down at the bottom of the chart.

cheers, hope that helps  /Tommy