Service level management PA dashboard

Release version: Washingtondc

Updated February 1, 2024

3 minutes to read

Summarize

Summarized using AI

Summary of Service Level Management PA Dashboard

The Service Level Management Performance Analytics (PA) Dashboard provides a concise view of Service Level Agreement (SLA) information for users with the itil role. Access the dashboard via the paths:Service Level Management > OvervieworSelf-Service > Dashboard > SLA Overview (Premium). Essential requirements include an entitlement for Performance Analytics and the necessary plugins.

Show full answer Show less

Key Features

Active Breached SLAs: Displays details on active SLAs that have breached, with options to filter and group data by assignment group or SLA definition.
Achieved SLAs in Last 30 Days: Shows task SLAs completed without breaches in the past month, with similar filtering options as above.
KPI Dashboard: Utilizes Performance Analytics indicators to present key performance metrics such as average durations and percentages of breached and achieved SLAs.

Key Outcomes

By using the dashboard, customers gain insights into SLA performance, enabling effective management of breached SLAs and identification of trends over time. The daily updates on key performance indicators help track SLA adherence and inform strategic decisions to improve service delivery.

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.