Service Manager has a number of reports available through the Reporting workspace that you can use to analyze performance against service level agreements. Reports that can be used to analyze SLA performance include:
- Incident KPI Trend This report provides the number of incidents, the number of incidents past their target resolution time, the number of escalated incidents, average resolution time, labor minutes per incident, and the size of the incident backlog.
- Incident Resolution This report provides the number of incidents, including number of incidents that have exceeded targeted resolution time, and average resolution time.
- Service KPI Trend This report provides metrics across services, groups, and collections for Service Manager, as well as for Operations Manager and Configuration Manager.
