Overview

A Service Level Agreement (SLA) is a contract for your customers, where you basically set the goals for how fast you will manage customer requests. And a good service is driven by these goals, used to measure the level of your service. When you have several service management projects, it is useful to see a comparison between the different metrics in different projects with the same SLA as the baseline. So you can easily track through the whole organization how well or bad you are meeting your SLA

This gadget displays information about a specific SLA in service management projects during a specific period of time.

For the selected period of time, where:

  • The Requests section:

    • Created requests. All the new requests created in that service management project during that time.

    • Resolved requests. All the resolved requests in that service management project during that time.

    • SLA Met. The % of those requests that met the selected SLA

  • The Open section: Lists the requests count of the issue types in those projects.

In the right part of the gadget, the grand totals of created and resolved requests for all the projects in the specified period of time.

Configuration

Name your gadget meaningfully, so everyone knows at a glance what it is about and when to use it. Fill out the rest of the fields as applicable, namely:

  • The datasource, where Current indicates the Jira Service Management cloud instance where the app is installed.

  • The SLA you want to track across all your projects.

  • The period of time you want to display the requests (when they were created and/or resolved).

  • Finally, indicate if you want to use the current settings for all the compatible gadgets in the dashboard. This option eases the pain of configuring one by one the rest of the gadgets with the same default configuration

Integrations

We are working on our growing catalog of Gadgets: KPIs and Metrics and Dashboard Integrations: Datasources, but contact us you want us to expedite a specific one, visit our Help Center.

Dashboards

This gadget appears in the following dashboard: IT Service Management Team template (see IT Service Management Team dashboard).

See also