Service level management PA dashboard

Release version: Australia

Updated March 12, 2026

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Summary of Service Level Management PA Dashboard

The Service Level Management (SLA) Performance Analytics (PA) Dashboard offers users with the itil role a comprehensive view of SLA information. Accessible via the Service Level Management or Self-Service menu, it requires entitlements for Performance Analytics and specific plugins for full functionality.

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Key Features

Active Breached SLAs: Displays reports on time spent on active SLAs that are breached, allowing users to filter data by Assignment Group and SLA Definition.
Achieved SLAs in the Last 30 Days: Shows task SLAs that were completed without breaching, with similar filtering options for detailed analysis.
KPI Dashboard: Utilizes key Performance Analytics indicators to track average durations and counts for breached and achieved SLAs, providing daily trend analysis.
Breakdown Data: Reports are based on SLA breakdown data, enabling detailed insights into performance across different Assignment Groups or SLA Definitions.

Key Outcomes

By utilizing the SLA PA Dashboard, customers can effectively monitor SLA performance, identify areas needing improvement, and make data-driven decisions to enhance service delivery and compliance with SLAs. This functionality is crucial for maintaining high service standards and operational efficiency.

The Service Level Agreement (SLA) Overview module provides a Performance Analytics (PA) Dashboard to review SLA information at a glance.

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

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


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.