Legacy: Service level management PA dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Legacy: Service level management PA dashboard

    The Service Level Agreement (SLA) Overview module offers a Performance Analytics (PA) dashboard designed to provide ServiceNow users with a quick, consolidated view of SLA performance. Access to this dashboard is granted to users with the itil role. Users can navigate to it viaService Level Management > OvervieworSelf-Service > Dashboard > SLA Overview (Premium).

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    This dashboard requires:

    • An entitlement to use Performance Analytics with Service Level Management.
    • The Service Level Management PA Dashboard (com.snc.pa.sla.overview) plugin, which contains the dashboard.
    • The SLA Breakdowns plugin (com.snc.sla.breakdowns), as some reports depend on breakdown data.

    Key Features

    Overview Tab

    • Duration of Active Breached SLAs: Reports on the time spent on breached SLAs that are still active, filtered by SLA Definition Type = SLA. Users can group and stack this data by criteria like Assignment Group or SLA Definition, and apply filters for specific assignment groups.
    • Active Breached SLAs: Displays all currently active task SLAs that have breached, with similar grouping and filtering capabilities as above.
    • Achieved SLAs in Last 30 Days: Shows task SLAs completed without breach in the past 30 days, also allowing grouping and stacking by various breakdowns.

    KPI Tab

    This tab leverages Performance Analytics indicators that are calculated daily to enable trend analysis. The KPIs focus on SLA breach and achievement metrics as follows:

    • % of Active Breached SLAs (Daily): Percentage of active task SLAs that breached on the previous day.
    • Average Assignment Duration (Breached): Average duration for breached task SLA assignments completed the prior day, based on SLA breakdown data.
    • % of Achieved SLAs (Daily): Percentage of SLAs completed without breach the previous day.
    • Average Assignment Duration (Achieved): Average duration for achieved task SLA assignments completed the prior day, also based on breakdown data.
    • Average Duration of Assignments for Breached SLAs: Average duration of breached SLA assignments, broken down by assignment group or SLA definition, with breakdown selection options.
    • Average Duration of Assignments for Achieved SLAs: Average duration of achieved SLA assignments, similarly broken down and configurable.

    All KPIs depend on SLA definitions linked to SLA Breakdown definitions, ensuring detailed analysis of SLA performance at assignment and group levels.

    What This Enables ServiceNow Customers to Do

    This dashboard equips ServiceNow customers with actionable insights into SLA performance trends, breach durations, and achievement rates. By using breakdown filters and grouping options, users can drill down into specific assignment groups or SLA definitions to identify bottlenecks or areas for improvement. The daily updated KPIs provide timely, trend-based visibility critical for proactive SLA management and continuous service improvement.

    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:

    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.