Service level management PA dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Service level management PA dashboard

    The Service Level Agreement (SLA) Overview module in ServiceNow provides a Performance Analytics (PA) dashboard designed to give users with theitilrole a comprehensive view of SLA performance metrics at a glance. This dashboard can be accessed via the navigation paths:Service Level Management > OvervieworSelf-Service > Dashboard > SLA Overview (Premium).

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    To utilize this dashboard, customers must have an entitlement for Performance Analytics with Service Level Management, and the following plugins installed:

    • Service Level Management PA Dashboard (com.snc.pa.sla.overview)
    • SLA Breakdowns plugin (com.snc.sla.breakdowns), as some reports rely on SLA breakdown data

    Key Features

    The dashboard consists of two main tabs: Overview and KPI.

    Overview Tab

    • Duration of Active Breached SLAs: Reports on time spent working on breached task SLAs that are still active, using SLA breakdown data. Users can group and stack data by Assignment Group or SLA Definition for varied insights. An Assignment Group filter allows focusing on specific groups.
    • Active Breached SLAs: Displays all breached task SLAs currently active. Similar grouping and filtering options are available.
    • Achieved SLAs in Last 30 Days: Shows task SLAs completed without breaching in the past 30 days, with grouping and stacking options to analyze data by Assignment Group or SLA Definition.

    KPI Tab

    This tab presents key SLA performance indicators based on daily-calculated Performance Analytics indicators introduced since the London release. The KPIs provide trend analysis and are derived from SLA breakdown data linked to SLA Breakdown definitions. The main KPIs include:

    • % of Active Breached SLAs (Daily): Percentage of active task SLAs that breached the previous day.
    • Average Assignment Duration (Breached): Average time for individual assignments on breached SLAs closed the previous day.
    • % of Achieved SLAs (Daily): Percentage of task SLAs completed without breaching the previous day.
    • Average Assignment Duration (Achieved): Average time for individual assignments on achieved SLAs closed the previous day.
    • Average Duration of Assignments for Breached SLAs: Breakdown of average assignment durations for breached SLAs by Assignment Group or SLA Definition, adjustable via the Breakdown field.
    • Average Duration of Assignments for Achieved SLAs: Similar breakdown for achieved SLAs.

    Practical Benefits for ServiceNow Customers

    • Quickly monitor SLA compliance and performance trends at both summary and detailed levels.
    • Use filtering and grouping to tailor views for specific teams or SLA definitions.
    • Leverage daily trend analysis to identify SLA breaches and achievements promptly, supporting proactive management.
    • Gain insights into assignment durations to optimize SLA processes and resource allocation.

    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

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