Several months ago we implemented a new set of dashboards so that we could see at various levels what the workload of the department and individuals was. Previously we had a number of issues with SLA’s so were unable to report on them within ServiceNow so have used Qlikview as an alternative reporting solution. These issues have now been addressed. Therefore an SLA dashboard has been created to provide an easy to access, visual view of how we are currently doing as a department.
For the first time we have achieved our target of 90% tickets that have met their SLA which is to be commended. To further support continued SLA success, this dashboard will allow us to be proactive and tackle tickets before they are about to breach with the aim of trying to improve our %tickets achieved SLA further.
To see the dashboard search for ‘SLA’ or look under the Dashboards section.