Legacy: Incident SLA Management dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Legacy: Incident SLA Management dashboard

    The Legacy Incident SLA Management dashboard provides a detailed view of how incidents subject to Service Level Agreements (SLAs) perform against their deadlines. It enables Service Level Managers to monitor key SLA metrics and ensure incident resolutions meet contractual timeframes. Note that starting with the Xanadu release, this dashboard is deprecated. Customers should now use the Incident Management dashboard for SLA tracking, as the legacy dashboard will remain inactive until reactivated following configuration and data collection.

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    Key Features

    • User Roles: Primarily designed for Service Level Managers with roles slamanager and paviewer to access SLA assignment data.
    • Incident SLA Indicators: Tracks multiple SLA-related metrics, including:
      • Number and percentage of open incidents overdue on SLA deadlines
      • Number of open incidents expected to be resolved on time
      • Number and percentage of incidents resolved within SLA timeframes
      • Average resolution time in hours for resolved incident SLA tasks
      • Number of incident assignments (OLA tasks) responded to within SLA limits and those overdue
      • Summed resolution durations for SLA tasks (used in calculations, not displayed)
    • Metrics Calculation: Most indicators are calculated using the Incident SLA [incidentsla] table, filtering by SLA type, task stage, resolution or close dates, and elapsed time percentages to determine compliance.
    • Breakdowns: Data can be segmented by state, priority, category, assignment group, task SLA, and breached status to identify trends and areas needing attention.

    Practical Implications for ServiceNow Customers

    While this legacy dashboard offers comprehensive SLA compliance insights for incident management, customers on the Xanadu release and beyond should transition to the Incident Management dashboard for ongoing SLA performance tracking. This will ensure access to the latest features and support. The detailed indicators provided by this legacy dashboard help Service Level Managers identify overdue incidents and response gaps, enabling proactive SLA management and improved service delivery.

    View how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.

    Important:

    Starting in Xanadu release, the Incident SLA Management dashboard is deprecated. Users can use Incident management dashboard to view whether the incidents that are subject to a Service Level Agreement, meet the deadlines of those SLAs.

    The dashboard title indicates that it is inactive because you activate the solution after configuration and data collection.
    Figure 1. Tabs of the Incident SLA Management dashboard
    Animated tour of the tabs of the Incident SLA Management dashboard

    End user and roles

    End user and goal Required role
    Service Level Manager who is responsible for seeing that incident resolution meets the service level agreements. sla_manager, and pa_viewer for the Incident SLA Assignment tab

    Indicators

    Number of open and overdue incidents
    The number of open incidents with the following characteristics:
    • Related to an SLA task of type 'SLA' (contract_sla.type)
    • Not in stage 'Cancelled' (task_sla.stage)
    • The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    Number of open incidents that should be resolved in time
    The number of open incidents with the following characteristics:
    • Related to an SLA task of type 'SLA' (contract_sla.type)
    • Not in stage 'Cancelled' (task_sla.stage)
    % open and overdue incidents
    The percentage of open incidents that are overdue. The score is calculated according to the formula ( [[Number of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]] ) * 100.
    Number of incidents resolved in time
    The number of SLA tasks related to an incident with the following characteristics:
    • The resolution date (incident.resolved_at) is the date that the score is collected.
    • The type is 'SLA' (contract_sla.type).
    • The stage is not 'cancelled' (task_sla.stage).
    • The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
    Number of incidents resolved that should have been resolved in time

    Number of incidents resolved that should have been resolved in time is measured daily as unit #.

    The goal for this indicator is to maximize.

    The score is the COUNT DISTINCT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA [incident_sla] with the following conditions:
    • The resolution date (incident.resolved_at) is the date that the score is collected.
    • The type is 'SLA' (contract_sla.type).
    • The stage is not 'cancelled' (task_sla.stage).
    % incidents resolved in time
    The percentage of resolved incidents that were resolved in time. The score is calculated according to the formula ( [[Number of incidents resolved in time]] / [[Number of resolved incidents that should be resolved in time]] ) * 100.
    Average Resolution Time In Hours For Resolved Incident SLA Tasks
    The score is calculated according to the following formula: [[Summed duration time of resolved incident SLA tasks in hours]]/[[Total resolved Incident SLA tasks]].
    Total resolved Incident SLA tasks
    The score is the COUNT on the data source Incidents.SLA.Resolved, which is using the table Incident SLA [incident_sla] with the following conditions:
    • The resolution date (incident.resolved_at) is the date that the score is collected.
    • The type is 'SLA' (contract_sla.type).
    • The stage is not 'cancelled' (task_sla.stage).
    Number of incident assignments responded to in time
    The number of SLA tasks related to an incident with the following characteristics:
    • The close date (task_sla.end_time) is the date that the score is collected.
    • The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    • The stage is not 'cancelled' (task_sla.stage).
    • The amount of time taken to close the task is under the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value less than or equal to 100%.
    Number of incident assignments that should have been responded to in time
    The number of SLA tasks related to an incident with the following characteristics:
    • The close date (task_sla.end_time) is the date that the score is collected.
    • The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    • The stage is not 'cancelled' (task_sla.stage).
    Number of open and overdue incident assignments
    The number of SLA tasks related to an incident with the following characteristics:
    • The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    • The stage is not 'cancelled' (task_sla.stage).
    • The amount of time taken to work on the task is over the SLA limit, determined by having an elapsed percentage (task_sla.percentage) value more than 100%.
    Number of open incident assignments that should be responded to in time
    The number of open incidents related to an SLA task with the following characteristics:
    • The type is 'OLA' (contract_sla.type), meaning that it is a response task.
    • The stage is not 'cancelled' (task_sla.stage).
    • The response task is still open.
    % incident assignments responded to in time
    The percentage of response tasks that were responded to within the SLA limit. The score is calculated according to the following formula: ( [[Number of incident assignments responded to in time]] / [[Number of incident assignments that should have been responded to in time]] ) * 100.
    % open and overdue incident assignments
    The percentage of open incident assignments that are overdue according to the SLA limit. The score is calculated according to the following formula: ( [[Number of open and overdue incident assignments]] / [[Number of open incident assignments that should be responded to in time]] ) * 100.
    Summed duration time of resolved incident SLA tasks in hours
    This indicator sums the results of a script run on the Incident SLA [incident_sla] table that calculates the time it took for an incident SLA task to be resolved. This indicator is used to calculate formulas but is not displayed directly on the dashboard:

    Breakdowns

    • State
    • Priority
    • Category
    • Assignment Group
    • Task SLA Breached Status