SLA Calculation

[lindacharles]

Our SLAs have what I call Target Goals and Full Goals. For example, our SLA for Time to Resolve P1 Incidents is "95.0% within four (4) Clock Hours AND 100% within eight (8) Clock Hours."

The conditions I set are based on the Full goals, so for P1, the SLA is written to breach at the 8 hour mark.  I also have the 'Full' and 'Target' values saved as Integer fields in my SLA definitions. 

I can report on the percentages of SLA breach/not breach on the full goal, and I can report on %  not breached within 50% of the "Business elapsed percentage."  So raw numbers I can report on. But I need to take it one step further and be able to compare the Full and Target values vs the not breached percentages to see if we made the SLA benchmark.   Of course I can do this in excel, but I need to be able to build these reports in a dashboard where teams can filter by their team to see where they are within the SLA requirements.  Here is how I do this in Excel (screenshot below). First 2 columns are my Integer values I have for the Target and Full SLA.  Next 3 columns (white cells) I manually input the data from my ServiceNow reports. Next 2 columns calculate % within the SLA -- this I can also derive in ServiceNow with a Bar chart.  Last 2 columns then compare the values from the Target or Full SLA to the % achieved and give a True or False value based on if the Target/Full value was achieved.  

It seems like I should be able to do this somehow in ServiceNow, but I just haven't been able to figure out how.

Any help on how to do this would be greatly appreciated!

[Slawek_Radziewi]

I think you can use Performance Analytics.

For Integer scores you need to create Automatic Indicators which calculates value.

Then you create Formula Indicators which will calculate % based on Integer values and shows %. 

[Abhinav21]

@lindacharles : I've the same requirement where we have to set Target Goals and Full Goals for SLA's in reporting. were you able to find any solution related to it?

[DJL2]

Hi Abhinav,

In terms of reporting SLA as a % - which from what I can see was Linda's requirement - the solution is as @Slawek.Radziewicz describes, ie: you build Indicators within Performance Analytics, and thereafter divide the integers to calculate a %.

So, there's a bit of work involved but plenty of content on here which describes the process of developing your PA structure (Source, Indicators, Breakdowns etc)

Thanks,

DJL