Incident SLA Management dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read
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    Summary of Incident SLA Management Dashboard

    The Incident SLA Management dashboard allows ServiceNow users to monitor and evaluate how well incidents governed by Service Level Agreements (SLAs) adhere to their deadlines. Initially, the dashboard appears inactive until it is configured and data is collected.

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    Key Features

    • End Users: Primarily designed for Service Level Managers (roles: slamanager, paviewer) who oversee incident resolution compliance with SLAs.
    • Indicators:
      • Open and Overdue Incidents: Tracks incidents related to active SLAs that exceed their resolution time.
      • On-Time Resolutions: Counts incidents resolved within SLA limits and measures performance against those expected to be resolved on time.
      • Average Resolution Time: Calculates the average hours taken to resolve SLA tasks.
      • Response Tasks: Monitors SLA tasks related to incident assignments, ensuring timely responses within SLA parameters.

    Key Outcomes

    Utilizing this dashboard enables organizations to:

    • Identify and address overdue incidents to improve compliance with SLAs.
    • Measure the efficiency of incident resolution and response tasks, enhancing overall service quality.
    • Drive continuous improvement by analyzing resolution times and ensuring accountability in incident management.

    See how well 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