Understanding SLA and Breakdown Metrics - Office Hours - July 15 Recap

[D van Heusden]

During the Performance Analytics and Reporting Office Hours on July 15, we looked at how we can use Service Level Management, and more specifically SLA Metrics, Breakdown Metrics, and Metrics to answer typical questions you might get from your business peers, colleagues, or leaders.

It all started with a question that was asked in our organization a while back and I decided to make it a little more generic and look at a good practice to handle it. If you'd like to catch up on that ask, here's the blog but long story short the session is about using SLA Metrics, Breakdown Metrics and Metrics to answer questions like what team spent what time on that incident and show me all incidents that have been assigned to my group but haven't been picked up for over a day. As you will see we can do that and much more, and better in my opinion. Enjoy!

Here is the full recording of this session:

Answers to questions asked

During the session, several questions remained unanswered. Here they are with the answers:

• Timeline on Service Portal? No, this is not available out-of-the-box.
• SLA Breakdown on timeline? No, this is not available out-of-the-box.
• SLA Breakdown plugins installed by default? You might need to activate it, as an administrator. See this doc section for more information.

Useful Links

Service Level Management	K20 LAB: Best Practices for IT with Service Level Management
	Docs: Service Level Management
	Docs: Service Level Agreement Breakdowns
	Docs: Service level management overview dashboard
	Docs: Analytics and Reporting Solutions for Service Level Management
Metrics	K20 LAB: Reporting for Administrators and Experts
	Docs: Metrics
Performance Analytics	Start here: Performance Analytics, So Now What?
	Community: The community starting page
	Docs: Performance Analytics
Reporting	Docs: Reporting
	Docs: Report Sources
	Community: The community starting page

The presentation is attached for your reference.  See you at a future Performance Analytics and Reporting Office Hours session. We run the sessions every other Wednesday at 9 am Pacific, Noon Eastern, 6 pm Central European time.