Service-Level Agreement (SLA) Adherence Report

An SLA Adherence Report tracks how often the team meets SLAs, which are commitments to complete certain types of work within a specific timeframe. SLA adherence reports are critical for identifying any recurring patterns of delay and addressing them promptly. These reports can also inform the need for capacity adjustments or workflow optimizations.

Figures 4-20 depicts a typical SLA Adherence Report:

Figure 4.20: SLA Adherence Report

Figure 4-20 above shows a pie chart visualizing the distribution of items within and outside of a Service Level Agreement (SLA). The chart shows that 85% of the items are within the SLA, while 15% are outside SLA