The SLA tab on the Reports and Charts page shows statistics on the service delivery standards fulfillment. The report consists of two tabs:
- Main Report. The percentage and quantitative statistics of completed, overdue, and active requests in relation to their total number.
- SLA Fulfillment. The number and percentage of requests completed without violating the SLA.
You can export any report to an .xlsx or .pdf file. To do this:
- On the report page, click the
icon in the right corner. - Select the format and click Generate.
- Download the generated file to your computer.
Main Report
The report makes it possible to identify SLA compliance violations in the request processing within the existing services.
The report displays:
- The total number of requests.
- The number of requests that are in progress and completed.
- The number of requests with processing time violations.
- The percentage of overdue, reopened, and active requests relative to the total number of received requests.
If the indicators are low, you can take measures to improve the quality of request processing.
By default, the data is displayed for the current week. Select another period from the list or set it manually. You can also view metrics for a specific service catalog or service.
The report shows the number of requests processed in compliance with SLA standards.
The table displays how many requests were received during the period and how many of them were completed on time. If any requests are overdue, the completion rate will be less than 100%.
The report includes requests of all types received during the current week for each service. You can select a different period or set it manually. You can also use filters by operator, service catalog, and service.
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