SLA Breach Analysis project

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of SLA Breach Analysis project

    The SLA Breach Analysis project within Process Mining enables ServiceNow customers to identify and analyze incidents where service level agreements (SLAs) have been violated. This project helps uncover root causes of SLA breaches, highlights process bottlenecks, and recommends actionable improvements to optimize service delivery and process performance.

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    Key Features

    • Breach Identification: Automatically detects SLA breaches based on predefined thresholds, providing detailed breach information such as timestamps, duration, and SLA type.
    • Improvement Areas: Identifies inefficiencies contributing to breaches, including long routing times, idle periods, and excessive wait times.
    • Parent and Child Table Process Map: Visualizes the relationship between cases and task SLAs, mapping SLA events to their corresponding process steps for detailed analysis.
    • Breakdowns by Channel, Product, and Assignment Group: Offers filters to analyze SLA breaches by customer interaction channel, product category, and assignment group, enabling targeted process improvements and accountability insights.
    • Process Visualization via Analyst Workbench: Allows users to view detailed process maps showing case progression and SLA breach points, with interactive nodes and transitions for in-depth exploration.

    Using the SLA Breach Analysis project

    This project is included in the Process Mining Content Pack for Customer Service Management (CSM) and can be accessed through the Process Mining Workspace under Workspaces.

    Customers can:

    • View project metrics such as average record completion time and identify improvement opportunities including types of SLA breaches like case reassignment (Ping-Pong) and extreme durations.
    • Use the Analyst Workbench to visualize workflows, analyze breach points, and explore assignment group involvement to pinpoint root causes and workload distribution.
    • Interact with process maps by selecting nodes or transitions to obtain detailed information, facilitating deeper investigation and process optimization.

    This project empowers ServiceNow customers to proactively manage SLA compliance by providing comprehensive breach insights and actionable recommendations to enhance service performance.

    Use the SLA breach analysis project in Process Mining to identify and analyze cases where service level agreements (SLAs) have been violated.

    The SLA breach analysis project provides insights into the root causes of breaches, highlights bottlenecks, and recommends improvements to optimize process performance.

    SLA breach analysis overview

    The following table describes the steps that the system takes to identify and analyze SLA breaches.

    Table 1. SLA breach analysis overview
    Step Description Details
    1 Breach identification
    • Automatically detects and flags SLA breaches based on predefined thresholds.
    • Displays breach details including timestamps, duration, and associated SLA type.
    2 Surfacing of improvement areas
    • Identifies key process inefficiencies contributing to SLA breaches.
    • Highlights potential root causes such as long routing time, extended idle time, and excessive wait times.
    3 Parent and child table process map
    • Provides a process map that visualizes the relationship between the case table (parent) and task SLA table (child).
    • Ensures clear mapping of SLA events to corresponding process steps for deeper analysis.
    4 Breakdown by channels, product, and assignment group
    • Enables filtering and analysis based on customer interaction channels (for example, email, phone, or chat).
    • Supports SLA breach breakdown by product categories for targeted process improvements.
    • Allows segmentation of breaches by assignment groups to pinpoint accountability and workload distribution.

    Using the SLA Breach Analysis project

    Use the SLA Breach Analysis project to analyze the reasons why customers are breaching SLAs and help them get to the root cause. This project is available with the Process Mining Content Pack for CSM (sn_csm_po).

    To access the SLA Breach Analysis project:
    1. Navigate to Workspaces > Process Mining Workspace.
    2. Select All to display the use case projects.
    3. Select SLA Breach Analysis Project.
    4. Select the More options menu.
    5. Select Mine Project (Full).
    6. On the Summary and Insights tab you can view the following information:
      • Project Metrics: Displays metric data such as Average time to completion of records over time.
      • Improvement Opportunities: Displays metric data and a list of cases with different types of SLA breaches, such as Ping-Pong (case reassignment) and Extreme duration.
    7. To view the process map for a case, select Action and then select View in workbench to display the Analyst Workbench.

      Use this workbench to access the visualized process workflow data and tools for analyzing the data related to SLA breaches.

      For example, if a case is reassigned to multiple assignment groups, you can view the following information:
      • Case table map: View the different assignment groups from process start to end.
      • Task SLA map: View the points at which the case is breaching the SLA.
    8. Select a node or transition line within a map to view additional details about the selected item in a modal window.

      For more information about using Analyst workbench, including breakdown filters and process maps, see the details in the Analyst Workbench topic.