Service level management PA dashboard

  • Release version: Australia
  • Updated July 16, 2026
  • 3 minutes to read
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    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.

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    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 or Change Management dashboard. For more information on Platform Analytics Solutions containing preconfigured dashboards, see ITSM dashboards.

    Users with the itil role can access the dashboard.

    You can navigate to the PA dashboard in the following ways:
    • Service Level Management > Overview
    • Self – Service > Dashboard > SLA Overview (Premium)
    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.

    Overview tab

    Figure 1. SLA PA dashboard - Overview
    sla pa dashboard
    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.

    KPI tab

    The KPI dashboard uses the following Performance Analytics indicators:
    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
    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:
    Table 1. KPIs based on Performance Analytics indicators
    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.
    % 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.
    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.
    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.