Service level management PA dashboard
Summarize
Summary of Service level management PA dashboard
The Service Level Agreement (SLA) Overview module provides a Performance Analytics (PA) dashboard that enables itil users to quickly review SLA performance data. This dashboard is accessible viaService Level Management > OvervieworSelf-Service > Dashboard > SLA Overview (Premium). It requires an entitlement to Performance Analytics with Service Level Management and activation of both theService Level Management PA DashboardandSLA Breakdownsplugins, as some reports rely on SLA breakdown data.
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Key Features
- Overview Tab:
- Duration of Active Breached SLAs: Reports on time spent on breached task SLAs that are still active, filterable by assignment group and SLA definition type.
- Active Breached SLAs: Displays all currently breached task SLAs with flexible grouping and filtering options.
- Achieved SLAs in Last 30 Days: Shows task SLAs completed without breach in the last 30 days, with grouping and filtering by assignment group and SLA definition.
- KPI Tab: Uses Performance Analytics indicators introduced since the London release to track SLA trends daily, including:
- Percentage of active breached SLAs (daily)
- Average assignment duration for breached SLAs
- Percentage of achieved SLAs (daily)
- Average assignment duration for achieved SLAs
- Breakdown of average assignment durations by assignment group or SLA definition
What This Enables for ServiceNow Customers
This dashboard provides a consolidated, at-a-glance view of SLA performance, helping you monitor SLA breaches, analyze durations, and measure SLA achievement trends effectively. With built-in filters and breakdowns, you can tailor the data to specific assignment groups or SLA definitions, allowing targeted performance management. The daily updated KPIs support proactive decision-making by highlighting SLA compliance and operational efficiency trends.
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.
- 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
| 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
| 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 |
| 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. |