--- sourceDocument: Zurich IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Service level management PA dashboard # Service level management PA dashboard {#ariaid-title1} Release version: Zurich Updated July 16, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Service level management PA dashboard The Service Level Agreement (SLA) Overview module offers a Performance Analytics (PA) dashboard designed to provide a quick view of SLA metrics. However, this Service Level Management PA dashboard is deprecated. Instead, SLA KPIs are now integrated into individual workflow dashboards like Incident Management or Change Management dashboards. Access to the dashboard requires the itil role and specific plugin entitlements, including Performance Analytics with Service Level Management, the SLA Overview plugin, and the SLA Breakdowns plugin. Show full answer Show less ## Access and Requirements * Accessible via **Service Level Management \> Overview** or **Self-Service \> Dashboard \> SLA Overview (Premium)**. * Requires Performance Analytics entitlement for Service Level Management. * Needs the Service Level Management PA Dashboard plugin (com.snc.pa.sla.overview). * Requires the SLA Breakdowns plugin (com.snc.sla.breakdowns) to generate breakdown reports. ## Overview Tab Features * **Duration of Active Breached SLAs:** Reports time spent on breached but still active task SLAs, using SLA breakdown data. Filters allow grouping by Assignment Group or SLA Definition. * **Active Breached SLAs:** Displays all breached task SLAs currently active, with similar grouping and filtering options. * **Achieved SLAs in Last 30 Days:** Shows task SLAs completed without breach in the last 30 days, with grouping and filtering capabilities. ## KPI Tab and Indicators The KPI dashboard employs several Performance Analytics indicators introduced in the London release, updated daily for trend analysis: * Average durations of breached and achieved task SLAs closed today. * Number of closed and achieved task SLAs today. * Achieved SLAs today. ## Key KPIs and Their Use * **% of Active Breached SLAs (Daily):** Percentage of active task SLAs breached the previous day. * **Average Assignment Duration (Breached):** Average time spent on breached task SLA assignments completed yesterday, with trend analysis. * **% of Achieved SLAs (Daily):** Percentage of task SLAs completed without breach yesterday. * **Average Assignment Duration (Achieved):** Average time for achieved SLA assignments completed yesterday. * **Average Duration of Assignments for Breached SLAs:** Breakdown of average assignment durations by Assignment Group or SLA Definition for breached SLAs completed yesterday. * **Average Duration of Assignments for Achieved SLAs:** Similar breakdown for achieved SLAs. These KPIs rely on SLA breakdown data and only include SLA definitions linked to an SLA Breakdown definition, enabling focused analysis of SLA performance trends. The Service Level Agreement (SLA) Overview module provides a Performance Analytics (PA) Dashboard to review SLA information at a glance. Note: The Service Level Management PA dashboard is deprecated. SLA KPIs are available in the individual dashboards for each workflow, such as [Incident management dashboard](https://www.servicenow.com/docs/vFp4O3cbdP5t1T8elq1y6A "Dashboard providing a view into process metrics related to Open and Closed incidents.") or [Change Management dashboard](https://www.servicenow.com/docs/TIeqHkIatReZAkdxx1cjKQ "The Change Management dashboard provides workflow metrics for successful and failed change requests across different change models and types."). For more information on Platform Analytics Solutions containing preconfigured dashboards, see [ITSM dashboards](https://www.servicenow.com/docs/8D14cyW3DVPb0Mrlb4pq_w "The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices."). Users with the itil role can access the dashboard. You can navigate to the PA dashboard in the following ways: * Service Level ManagementOverview * Self -- ServiceDashboardSLA Overview (Premium) {#slm-pa-dashboard__ul_zyr_hwp_kbb} This dashboard has the following requirements: * An entitlement to use Performance Analytics with Service Level Management. * The Service Level Management PA Dashboard (com.snc.pa.sla.overview) plugin, which contains this dashboard. * The SLA Breakdowns plugin (com.snc.sla.breakdowns) plugin, because some of the reports are generated from the breakdown data. {#slm-pa-dashboard__ul_wxm_5zq_tjb} ## Overview tab {#slm-pa-dashboard__section_rd3_p4r_tjb} Figure 1. SLA PA dashboard - Overview {#slm-pa-dashboard__table_ksk_bkk_zdb__entry__2} | UI component | Description | |-|-| | Duration of Active Breached SLAs | Uses available SLA breakdown data to generate a report showing time spent working on breached task SLAs that are still active and the SLA Definition Type is SLA. Use the Group by and Stacked By breakdown lists to show different representations of this data, for example: Group by Assignment group and Stacked By SLA Definition. The Assignment Group filter on the right can be used to limit the data shown in this report to a specific group. | | Active Breached SLAs | This chart shows all breached task SLAs that are still active and the SLA Definition Type is SLA. Use the Group by and Stacked By breakdown lists to show different representations of this data, for example: Group by Assignment group and Stacked By SLA Definition. The Assignment Group filter on the right can be used to limit the data shown in this report to a specific group. | | Achieved SLAs in Last 30 Days | This chart shows all task SLAs that completed in the last 30 days without breaching and where the SLA Definition Type is SLA. Use the Group by and Stacked By breakdown lists to show different representations of this data, for example: Group by Assignment group and Stacked By SLA Definition. | [ ] {#slm-pa-dashboard__table_ksk_bkk_zdb} ## KPI tab {#slm-pa-dashboard__section_enx_k4r_tjb} The KPI dashboard uses the following Performance Analytics indicators:{#slm-pa-dashboard__table_wcy_hnr_tjb__entry__2} | Indicator | Version introduced | |-|-| | Average durations of breached task SLA closed today | London | | Number of closed task SLA today | London | | Average duration of achieved SLA today | London | | Number of achieved closed task SLA today | London | | Achieved SLAs Today | London | [ ] {#slm-pa-dashboard__table_wcy_hnr_tjb} Note: These indicators are calculated on a daily basis to provide trend analysis. Further operations are performed on the Performance Analytics indicators to generate the following KPIs on the dashboard:{#slm-pa-dashboard__table_hnc_kwg_zdb__entry__2} | UI component | Description | |-|-| | % of Active Breached SLAs (Daily) | Shows the % of active task SLAs that breached yesterday. | | Average Assignment Duration (Breached) | Shows the average duration of individual assignments for breached task SLAs completed yesterday. The KPI that provides the data captures this value on a daily basis to provide trend analysis. This report is based on SLA breakdown data and so shows data only for SLA definitions that are linked to an [SLA Breakdown definition](https://www.servicenow.com/docs/QKkdK69AprLGyLufGsZ8vw "Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance."). | | % of Achieved SLAs (Daily) | Shows the % of task SLAs that were completed yesterday without breaching. The KPI that provides the data captures this value on a daily basis to provide trend analysis. | | Average Assignment Duration (Achieved) | Shows the average duration of individual assignments for achieved task SLAs completed yesterday. The KPI that provides the data captures this value on a daily basis to provide trend analysis. This report is based on SLA breakdown data and shows data only for SLA definitions that are linked to an [SLA Breakdown definition](https://www.servicenow.com/docs/QKkdK69AprLGyLufGsZ8vw "Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance."). | | Average Duration of Assignments for Breached SLAs | Shows the average duration of individual assignments for breached task SLAs completed yesterday broken down by either Assignment group or SLA Definition. Use the Breakdown field to change which breakdown data is displayed. The KPI that provides the data captures this value on a daily basis to provide trend analysis. This report is based on SLA breakdown data and shows data only for SLA definitions that are linked to an [SLA Breakdown definition](https://www.servicenow.com/docs/QKkdK69AprLGyLufGsZ8vw "Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance."). | | Average Duration of Assignments for Achieved SLAs | Shows the average duration of individual assignments for achieved task SLAs completed yesterday broken down by either Assignment group or SLA Definition. Use the Breakdown field to change which breakdown data is displayed. The KPI that provides the data captures this value on a daily basis to provide trend analysis. This report is based on SLA Breakdown data and shows data only for SLA definitions that are linked to an [SLA Breakdown definition](https://www.servicenow.com/docs/QKkdK69AprLGyLufGsZ8vw "Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance."). | [Table 1. KPIs based on Performance Analytics indicators] {#slm-pa-dashboard__table_hnc_kwg_zdb} *[\>]: and then