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SLA

SLA iCube is a blend of SLA Detail dataset and SLA Summary iCube that enables you to create ad-hoc incident SLA reports for analysis. You can use this report to analyze the SLA details spanning the life-cycle of an incident.

Description

The left panel, titled, DASHBOARD DATA SETS contain the most common attributes and metrics used for analysis.

You can start your analysis in a variety of ways.  For example:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type.
2. To achieve the desired analysis, from the DASHBOARD DATA SETS,drag-and-drop attributes or metrics.
   Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATA SETS to add these items into a grid in the visualization canvas. 
   Once you have added the desired attributes and metrics, in the right panel, you can change visualization to convert the grid into the desired chart type.
   Note: Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected results.
3. To remove a metric or an attribute, under the Visualization panel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following examples illustrate one of the many analyses you can perform using the SLA Summary iCube :

If you want to find the SLA task types that have the highest SLA Met %, perform the below tasks:

1. From the DASHBOARD DATA SETS panel of ITSA_SLA Summary,
   1. Double-click Incidents SLA Met % to add it to a grid.
   2. Double-click the Task Type attribute to add to the grid.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.
3. Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format.

Attributes

The SLA iCube has been split to two groups. The first group contains the attributes and metrics related to SLA Detail. The second group contains the attributes and metrics related to SLA Summary.

Expand this link to view the SLA Detail attributes:

Attribute Name	Description
Active Flag	Flag that indicates if the SLA is active or not
Breached Flag	Flag that indicates if SLA has breached
Category	Category of the SLA
Due Date	Due date for the SLA
End Date	End date for the SLA
SLA	Name of the SLA
Stage	Current stage of the SLA
Start Condition	Start condtion of the SLA
Start Date	DateTime when SLA counter started
Stop Condition	Stop condtion of the SLA
Task Assignment Group	Assignment Group of Task associated with the SLA
Task ID	Task number of Task associated with the SLA
Task Type	Type of task

Expand this link to view the SLA Summary iCube attributes:

Attributes	Description
Active Flag	Flag that indicates if the SLA is Active or not
Assignment Group	Group or team of people primarily responsible for working on the SLA
Assignment Group Manager	Manager of the group orteam of the people primarily responsible for working on the SLA
Breached Flag	Flag that indicates if this SLA is breached or not
Category	Category of the SLA
Due Date	Due date of the SLA
End Date	End date of the SLA
SLA	Name of the SLA
Stage	Current stage of the SLA
Start Condition	Start Condition for the SLA
Start Date	Start date of the SLA
Stop Condition	Stop Condition for the SLA
Task Type	Type of the task

Metrics

Expand this link to view the SLA Summary iCube metrics:

Metric Name	Description	Formula	Expected Values
Avg SLA Duration (Days)	The total amount of time spent on incident tasks associated with an Service Level Agreement (SLA).	[Sum of SLA Duration (Days)] / [Incidents All SLA]
Incidents Count		Count([Incidents Count])	>=0
Incidents Met All SLAs	The number of incidents that have achieved all the SLA duration requirements.	Count([Incidents Count])<[Met SLA]>	>=0
Incidents Missed Any SLA	The number of incidents that have missed one or more of the SLA duration requirements.	Count ([Incidents Count])<[Missed SLA]>	>=0
Incidents SLA Met %	The percentage of the number of tasks that have achieved all the Service Level Agreement (SLA) duration requirements.	[Incidents Met All SLAs] / [Incidents All SLA]