How to Create a Report in ServiceNow for Response and Resolution SLA which shows the SLA's in (% Percentage) ?

[Sandy22]

Hello All,

I am trying to create a Report in SNOW which shows the Resolutions & Response SLA in (% Percentage).

I could able to do this manually in a Excel sheet. I want that to be done dynamically in SNOW. 

Here is the screenshot which i am looking at to built in SNOW.

Incident Overall SLA:

Incident Response & Resolution SLA (By Company):

[Slawek_Radziewi]

We need here calculation thus Performance Analytics can be used.

For that we have to create for example (P1):

1. Indicator with number of P1 incident SLA not breached

2. Indicator with number of all SLAs incidents

3. Formula indicator which will calculate 1/2*100 and we will get % of delivered SLAs

Of course in conditions we can add Resolution or Response types.

We can add breakdowns by companies, etc.

[Sandy22]

Hello Slawek,

I am new to the Performance Analytics. Can you further explain more on how to arrive at this with the screenshots. Thank you.

[Slawek_Radziewi]

You should start with taking some free courses.

First you create or use Indicator Source

Based on that we creating Indicators

Number of P1 closed in Time

Number of all P1 incidents

Now we create Formula Indicator which will calculate % of P1 incidents delivered in time. 

We do this for each case you have on your spreadsheet.

In order to get information for companies we define and add breakdown for Companies to Indicators.

[Sandy22]

Hello,

Can some one help me with this question.