The Service Level Management Overview Dashboard provides insight into Service Level Agreement (SLA) information relevant to the logged-in user. By default, the Overview dashboard is available to users who possess the itil role.

The Overview Dashboard is enabled by default for new customers. Customers upgrading from a prior release have to enable the Service Level Management Dashboard plugin (com.snc.sla.overview) to activate this feature.

You can navigate to the dashboard in the following ways:
  • Service Level Management > Overview
  • Self – Service > Dashboard > SLA Overview
Figure 1. SLA overview dashboard
sla overview dashboard
UI component Description
My at Risk SLAs Number of active task SLAs for tasks assigned to the logged in user that have not yet breached but have elapsed 75% of the duration of the SLA.
My Active Breached SLAs Number of active task SLAs for tasks assigned to the logged in user that have breached.
My Active SLAs (count) Number of active task SLAs for tasks assigned to the logged in user.
My Groups Active SLAs (count) Number of active task SLAs for tasks assigned to groups that the logged in user is a member of.
My Active SLAs (bar chart) Displays a bar chart of active task SLAs for tasks assigned to the logged in user. The data can be grouped and/or stacked on some of the fields available in the task SLA records.
My Groups Active SLAs (bar chart) Displays a bar chart of active Task SLAs for Tasks assigned to groups that the logged in user is a member of. The data can be grouped and/or stacked on some of the fields available in the task SLA records.
My Active SLAs (list) Displays a list of active task SLAs for tasks assigned to the logged in user. The data can be grouped on some of the fields available in the task SLA records.