{"id":4485,"date":"2016-11-30T10:10:13","date_gmt":"2016-11-30T10:10:13","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/servicemanagement\/?p=4485"},"modified":"2016-11-30T10:10:13","modified_gmt":"2016-11-30T10:10:13","slug":"new-sla-dashboard","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/servicemanagement\/2016\/11\/30\/new-sla-dashboard\/","title":{"rendered":"New SLA dashboard"},"content":{"rendered":"<p>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&#8217;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.<\/p>\n<p><a href=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4486\" src=\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard-300x192.png\" alt=\"sla-dashboard\" width=\"300\" height=\"192\" srcset=\"https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard-300x192.png 300w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard-768x491.png 768w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard-1024x654.png 1024w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard-1024x654-365x233.png 365w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard-1024x654-920x588.png 920w, https:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2016\/11\/SLA-Dashboard.png 1377w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>For the first time we have achieved our target of 90% tickets that\u00a0have 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.<\/p>\n<p>To see the dashboard search for &#8216;SLA&#8217; or look under the Dashboards section.<\/p>\n<div id=\"themify_builder_content-4485\" data-postid=\"4485\" class=\"themify_builder_content themify_builder_content-4485 themify_builder themify_builder_front\">\n\t\t<\/div>\n<!-- \/themify_builder_content -->","protected":false},"excerpt":{"rendered":"<p>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&#8217;s so were unable to report on them within ServiceNow so have used Qlikview as an alternative reporting solution. These [&hellip;]<\/p>\n","protected":false},"author":82577,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4485","post","type-post","status-publish","format-standard","hentry","category-uncategorized","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4485","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/82577"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=4485"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4485\/revisions"}],"predecessor-version":[{"id":4487,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4485\/revisions\/4487"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=4485"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=4485"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=4485"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}