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Summary of Legacy: Incident SLA Management dashboard
The Legacy Incident SLA Management dashboard, available up to the Yokohama release, helps ServiceNow customers track how well incidents subject to Service Level Agreements (SLAs) meet their resolution deadlines.Starting with the Xanadu release, this dashboard is deprecated and replaced by the Incident Management dashboard for SLA tracking.
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The dashboard is designed primarily for Service Level Managers responsible for ensuring incidents meet SLA commitments. It requires roles such as slamanager and paviewer to access the Incident SLA Assignment tab.
Key Features
Open and Overdue Incidents: Displays counts of open incidents linked to SLA tasks that have exceeded their time limits and are not canceled.
Incidents Resolved in Time: Tracks the number of incidents resolved within SLA limits, excluding canceled tasks, based on resolution dates.
SLA Compliance Percentages: Calculates percentages of open incidents overdue and incidents resolved in time, helping to measure SLA adherence.
Average Resolution Time: Measures average hours taken to resolve SLA-related incident tasks.
Incident Assignments Metrics: Monitors SLA response tasks (type 'OLA'), including counts and percentages of assignments responded to in time, overdue assignments, and those still open.
Summed Duration Time: Aggregates resolution time for incident SLA tasks to support formula calculations, though this metric is not directly displayed on the dashboard.
Breakdowns: Provides filtering and analysis by State, Priority, Category, Assignment Group, Task SLA, and Breached Status for detailed insights.
Practical Use and Benefits
This dashboard enables Service Level Managers to:
Monitor real-time SLA compliance on incident resolution and response tasks.
Identify overdue incidents and assignments quickly to prioritize remediation efforts.
Analyze SLA performance trends by different dimensions such as priority or assignment group.
Track whether incident resolution and response meet contractual obligations, thereby improving service delivery and customer satisfaction.
With the deprecation of this legacy dashboard in the Xanadu release, customers are encouraged to use the Incident Management dashboard to continue effective SLA tracking with updated features and support.
See how well the incidents that are subject to a Service Level Agreement meet the
deadlines of those SLAs.
Important:
Starting in Xanadu release, the Incident SLA Management dashboard is deprecated. Users can use Incident management dashboard to view whether the incidents that are subject to a Service Level Agreement, meet the deadlines of those SLAs.
The dashboard title indicates that it is inactive because you activate the
solution after configuration and data collection.Figure 1. Tabs of the Incident SLA Management dashboard
End user and roles
End user and goal
Required role
Service Level Manager who is responsible for seeing that incident resolution
meets the service level agreements.
sla_manager, and pa_viewer for the Incident SLA Assignment tab
Indicators
Number of open and overdue incidents
The number of open incidents with the following characteristics:
Related to an SLA task of type 'SLA' (contract_sla.type)
Not in stage 'Cancelled' (task_sla.stage)
The amount of time taken to work on the task is over the SLA limit, determined
by having an elapsed percentage (task_sla.percentage) value more than 100%.
Number of open incidents that should be resolved in time
The number of open incidents with the following characteristics:
Related to an SLA task of type 'SLA' (contract_sla.type)
Not in stage 'Cancelled' (task_sla.stage)
% open and overdue incidents
The percentage of open incidents that are overdue. The score is calculated according
to the formula ( [[Number of open and overdue incidents]] / [[Number of open incidents
that should be resolved in time]] ) * 100.
Number of incidents resolved in time
The number of SLA tasks related to an incident with the following characteristics:
The resolution date (incident.resolved_at) is the date that the score is
collected.
The type is 'SLA' (contract_sla.type).
The stage is not 'cancelled' (task_sla.stage).
The amount of time taken to close the task is under the SLA limit, determined by
having an elapsed percentage (task_sla.percentage) value less than or equal to
100%.
Number of incidents resolved that should have been resolved in time
Number of incidents resolved that should have been resolved in time is measured
daily as unit #.
The goal for this indicator is to maximize.
The score is the COUNT DISTINCT on the data source Incidents.SLA.Resolved, which is
using the table Incident SLA [incident_sla] with the following conditions:
The resolution date (incident.resolved_at) is the date that the score is
collected.
The type is 'SLA' (contract_sla.type).
The stage is not 'cancelled' (task_sla.stage).
% incidents resolved in time
The percentage of resolved incidents that were resolved in time. The score is
calculated according to the formula ( [[Number of incidents resolved in time]] /
[[Number of resolved incidents that should be resolved in time]] ) * 100.
Average Resolution Time In Hours For Resolved Incident SLA Tasks
The score is calculated according to the following formula: [[Summed duration time
of resolved incident SLA tasks in hours]]/[[Total resolved Incident SLA tasks]].
Total resolved Incident SLA tasks
The score is the COUNT on the data source Incidents.SLA.Resolved, which is using the
table Incident SLA [incident_sla] with the following conditions:
The resolution date (incident.resolved_at) is the date that the score is
collected.
The type is 'SLA' (contract_sla.type).
The stage is not 'cancelled' (task_sla.stage).
Number of incident assignments responded to in time
The number of SLA tasks related to an incident with the following characteristics:
The close date (task_sla.end_time) is the date that the score is collected.
The type is 'OLA' (contract_sla.type), meaning that it is a response task.
The stage is not 'cancelled' (task_sla.stage).
The amount of time taken to close the task is under the SLA limit, determined by
having an elapsed percentage (task_sla.percentage) value less than or equal to
100%.
Number of incident assignments that should have been responded to in time
The number of SLA tasks related to an incident with the following characteristics:
The close date (task_sla.end_time) is the date that the score is collected.
The type is 'OLA' (contract_sla.type), meaning that it is a response task.
The stage is not 'cancelled' (task_sla.stage).
Number of open and overdue incident assignments
The number of SLA tasks related to an incident with the following characteristics:
The type is 'OLA' (contract_sla.type), meaning that it is a response task.
The stage is not 'cancelled' (task_sla.stage).
The amount of time taken to work on the task is over the SLA limit, determined
by having an elapsed percentage (task_sla.percentage) value more than 100%.
Number of open incident assignments that should be responded to in time
The number of open incidents related to an SLA task with the following
characteristics:
The type is 'OLA' (contract_sla.type), meaning that it is a response task.
The stage is not 'cancelled' (task_sla.stage).
The response task is still open.
% incident assignments responded to in time
The percentage of response tasks that were responded to within the SLA limit. The
score is calculated according to the following formula: ( [[Number of incident
assignments responded to in time]] / [[Number of incident assignments that should have
been responded to in time]] ) * 100.
% open and overdue incident assignments
The percentage of open incident assignments that are overdue according to the SLA
limit. The score is calculated according to the following formula: ( [[Number of open
and overdue incident assignments]] / [[Number of open incident assignments that should
be responded to in time]] ) * 100.
Summed duration time of resolved incident SLA tasks in hours
This indicator sums the results of a script run on the Incident SLA [incident_sla]
table that calculates the time it took for an incident SLA task to be resolved. This
indicator is used to calculate formulas but is not displayed directly on the
dashboard: