how to create a report on monthly SLA Status like % of Breached & Met

[Roshin Chandra]

how to create a report on monthly SLA Status like % of Breached & Met  without incidents getting repeated .

[AndersBGS]

Hi @Roshin Chandra ,

You need to create performance analytics report and take monthly snapshots for incidents closed last month (as then the incident can't be reopen again). Create indicator source based on the incident_sla and create two indicators which should be utilized for the calculation in the formula indicator.

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best regards

Anders

[Roshin Chandra]

@AndersBGS  I didn't get it 

[AndersBGS]

Hi @Roshin Chandra ,

Are you familiar with performance analytics? To calculate the monthly SLA percentage (met / breached), performance analytics needs to be utilized.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Riya Verma]

HI @Roshin Chandra 

Hope you are doing great

To create a report on monthly SLA status, showcasing the percentage of breached and met SLAs without incidents being repeated, while utilizing ServiceNow's Performance Analytics, you can follow the steps below:

1. Begin by accessing the Performance Analytics module within ServiceNow.

2. Navigate to the "Indicators" section and create two separate indicators for breached SLAs and met SLAs, which will help in calculating the required percentages.

3. Define the breached SLAs indicator by specifying the conditions that determine a breached SLA. This typically involves identifying SLAs that have exceeded their defined response or resolution times.

4. Similarly, define the met SLAs indicator by setting the conditions for SLAs that have been successfully met within their defined timeframes.

5. Proceed to create two separate breakdowns for each indicator. These breakdowns will determine the unique incidents associated with breached and met SLAs.

6. Configure each breakdown to exclude duplicate incidents. This ensures that incidents are not repeated in the report, thereby providing accurate metrics.

7. After defining the indicators and breakdowns, create a widget or dashboard that displays the calculated percentages of breached and met SLAs.

8. Customize the widget or dashboard according to your reporting requirements. You can specify the time range as monthly and select the appropriate visualization type to present the data in a user-friendly manner.

9. Finally, save the widget or dashboard to generate the monthly SLA status report. The report will showcase the percentage of breached and met SLAs, excluding any incident duplicates, providing valuable insights into the performance of your IT asset management.