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Percentage of Service Targets Breached

Last modified: June 3, 2019
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Estimated reading time: 4 min


Percentage of Service Targets Breached


In this article, we will be examining the metric relating to the percentage of service targets breached. We will make use of a donut chart, and also go through some of the options for stylizing our report.

In order to learn more about the capabilities of this dashboard, you can watch this video from our YouTube channel:

Or you can follow these steps:

Step 1: To begin, select the multidimensional database (MDB) labeled ‘AMISTM – Service Now – WS’

Step 2: Select the cube labeled ‘SLM – Service Level Management’

Step 3: Now select the ‘OK’ button to finish importing the data

Step 4: To begin building the report, select the search bar and type in ‘source’

Slicer

Step 5: Select the ‘Source’ field

Step 6: Now for this widget select the ‘Slicer’ under ‘Visualizations’

Step 7: Now select the top right corner of the slicer where it says ‘Select the type of slicer’

Step 8: Select ‘Dropdown’

Step 9: I’ll be readjusting and reformatting the widgets like this between steps, so keep that in mind

Slicer

Step 10: Now select another ‘Slicer’ from under ‘Visualizations’

Step 11: Now select the search bar, delete the last query, and type in ‘open’

Step 12: Select the ‘Year’ field under ‘Time – Opened Year’

Step 13: Click on the same arrow in the top left corner, labeled ‘Select the type of slicer’ 

Step 14: Select ‘Relative’ from the options listed

Step 15: Click on the dropdown list labeled ‘Select’

Step 16: Select ‘Year’

Step 17: Now change the number of years to ‘5’

Table

Step 18: Select the ‘Table’ widget from under ‘Visualizations’

Step 19: Now select the search bar, delete the last query and type in ‘sla name’

Step 20: Select the ‘SLA Name’ field to add it to the table

Step 21: Select the search field, delete the last query, and type in ‘metrics’

Step 22: Select the field labeled ‘Percentage of Targets Met’

Step 23: Also select the field labeled ‘Percentage of Targets Missed’

Step 24: Select the search bar, delete the last query, and type in ‘applied’

Step 25: Select ‘Service Targets Applied’

Step 26: Now click on the search bar, delete the last query, and type in ‘breached’

Step 27: Select the field labeled ‘Service Targets Breached’

Step 28: Now click on the paint roller icon labeled ‘Format’ so we can change the look of the table

Step 29: Scroll down a bit to select ‘Conditional formatting’

Step 30: Click on the dropdown chart currently labeled ‘SLA Name’

Step 31: Select ‘Percentage of Targets Met’

Step 32: Now click on the switch under ‘Data bars’ to turn

Step 33: Now click on the ‘Advanced controls’ link to make more edits

Step 34: Click on the dropdown under ‘Minimum’ labeled ‘Lowest value’

Step 35: Select ‘Number’

Step 36: Click on the box labeled ‘(Lowest value)’ and type in ‘.5’

Step 37: Click on the ‘OK’ button to complete the changes

Step 38: Now select the same dropdown chart from the last series of steps

Step 39: Now select ‘Percentage of Targets Missed’

Step 40: Click on the switch under ‘Data bars’

Step 41: Click on the link for ‘Advanced controls’

Step 42: Follow the same steps, first click on the ‘Lowest value’ dropdown

Step 43: Select the ‘Number’ field

Step 44: Click on the section labeled ‘(Lowest value)’ and type in ‘.5’

Step 45: To differentiate between the sections of the table, we’ll change the color. Click on the color button under ‘Positive bar’

Step 46: Select a color. For this example, we’ll use purple

Step 47: Now click on the ‘OK’ button

KPI

Step 48: Click on the search bar, delete the last query, and type in ‘met’

Step 49: Making sure that we are deselected, select ‘Percentage of Targets Met’

Step 50: Change the widget by selecting ‘KPI’ from under ‘Visualizations’

Step 51: Select the search bar, delete the last query, and type in ‘months’

Step 52: Select the ‘Months’ field from under ‘Time – Opened Date’

Card

Step 53: Select the search bar, delete the last query, and type in ‘applied’

Step 54: Select the field labeled ‘Service Targets Applied’

Step 55: Change the widget to the ‘Card’ under ‘Visualizations’

Donut Chart

Step 56: Select the ‘Donut chart’ widget now

Step 57: Select the search bar, delete the last query, and type in ‘

Step 58: Now select the ‘Category’ field to add it to the donut chart

Step 59: Select the search bar, delete the last query, and type in ‘breached’

Step 60: Select the field ‘Service Targets Breached’

Step 61: Now we can select parts of the donut chart to see them highlighted in the other widgets of the report

Step 62: And we can select the same part again to take away the highlighting

Step 63: If we want to change the theme of the report, we can go up to the top bar and select ‘Switch Theme’

Step 64: We’re going to select the ‘Colorblind Safe’ theme

Table

Step 65: Now add a table by selecting ‘Table’ from under ‘Visualizations’

Step 66: Now we’re going to add a bunch of fields to the table, so select the search bar, delete the last query, and type in ‘number’

Step 67: Select the ‘Number’ field under ‘SLM – Service Level Management’

Step 68: Select the search bar, delete the last query, and type in ‘priority’

Step 69: Select ‘Priority’

Step 70: Select the search bar, delete the last query, and type in ‘state’

Step 71: Select the field ‘Incident State’

Step 72: Select the search bar, delete the last query, and type in ‘breach’

Step 73: Now select ‘Service Targets Breached’

Step 74: After deleting our last query, type in ‘applied’

Step 75: Now select ‘Service Targets Applied’

Step 76: Now our report is finished, and we have a report showing the percentage of service targets breached in an interactive and dynamic report

 


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or by email using:

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Every effort has been made to make this as complete and as accurate as possible, but no warranty or fitness is implied.

The information is provided on an “as is” basis. The author and Northcraft Analytics, LLC, shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this manual or from the use of the discs or programs that may accompany it.

Copyright © 2010 Northcraft Analytics LLC. All Rights Reserved.

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