--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Service level management PA dashboard # Service level management PA dashboard {#ariaid-title1} * Release version: Australia * * 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 provides a Performance Analytics (PA) dashboard to quickly review SLA information. This dashboard offers visual insights into active breached SLAs, achieved SLAs, and SLA durations. However, note that the Service Level Management PA dashboard is deprecated. SLA KPIs are now included within individual workflow dashboards such as Incident Management and Change Management. Show full answer Show less Access to this dashboard requires the itil role and specific plugins, including Performance Analytics with Service Level Management, the Service Level Management PA Dashboard plugin, and the SLA Breakdowns plugin. ## Key Features * **Overview Tab:** Displays reports on the duration of active breached SLAs and charts detailing active breached SLAs and achieved SLAs in the last 30 days. Data can be grouped and stacked by breakdown fields such as Assignment Group or SLA Definition, with filters to focus on specific groups. * **KPI Tab:** Utilizes Performance Analytics indicators introduced in the London release to show metrics like the percentage of active breached SLAs, average assignment durations for breached and achieved SLAs, and the percentage of achieved SLAs. These KPIs are calculated daily to enable trend analysis. * **Breakdown Data Usage:** Many reports and KPIs rely on SLA breakdown data, meaning they only display information for SLA definitions linked to an SLA Breakdown definition. ## Practical Implications for ServiceNow Customers * You can monitor SLA performance effectively by visualizing breached and achieved SLAs, their durations, and trends over time. * The dashboard's filtering and breakdown options allow you to tailor reports to specific assignment groups or SLA definitions, supporting targeted SLA management and improvement efforts. * Since this dashboard is deprecated, consider using the SLA KPIs embedded in workflow-specific dashboards for the most current analytics and insights. * Ensure the necessary plugins and roles are in place to access and leverage the dashboard's capabilities. 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/deRHO6VSBqYMVHT3Opobzg "Dashboard providing a view into process metrics related to Open and Closed incidents.") or [Change Management dashboard](https://www.servicenow.com/docs/z6syAtq28PXLQDEhn7a_uA "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/f8ycCqLZtcbFZSAyQQwfLA "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/BfEtkfh4CJGbOxIP2iXffA "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/BfEtkfh4CJGbOxIP2iXffA "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/BfEtkfh4CJGbOxIP2iXffA "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/BfEtkfh4CJGbOxIP2iXffA "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