Documentation – AI-Driven SLA Insights and Bottleneck for JSM, ITSM & Help

Learn how to install, configure, and use AI-Driven SLA Insights and Bottleneck for JSM, ITSM & Help to optimize SLAs, identify bottlenecks, and improve service efficiency.

How to Use AI-Driven SLA Insights and Bottleneck for JSM, ITSM & Help

TO USE ROVO WITH THE PLUGIN, PLEASE ENSURE THAT ROVO IS ACTIVATED BEFORE INSTALLATION.

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Table of Contents

1. Install the Plugin

2. Project Page: Generate SLA Report and Analyze Them

  • Navigate to the service desk project page and click on the "SLA Analytics" button in the sidebar. Sidebar in the service desk project page with SLA Analytics button highlighted
  • You will see a page where you can generate a new report. Choose the date for which you want the report and click on "Generate Report." Page showing options to select dates and generate SLA reports
  • If you want to see reports for a different time period, adjust the date filters. If a report exists, it will appear. Otherwise, click "Generate Report" again. Date filter options on the SLA Analytics page to view existing reports or generate new ones

3. Global and Admin Pages - Show Reports

  • To compare reports or select one for a project, navigate to the global page.
  • In the navigation bar, click on the "SLA Analytics" button. Global page navigation bar with SLA Analytics button
  • Alternatively, on the "Manage your apps" page, click on the "SLA Analytics" button in the sidebar. Manage your apps page showing SLA Analytics button in the sidebar
  • Both pages provide the same functionality. Use whichever is more convenient for you.
  • To view a report, select the date and project. Page displaying selected SLA report for the chosen project and date

4. Global and Admin Pages - Compare Projects

  • To compare different projects, you can add additional projects to the dropdown menu. Dropdown menu for selecting multiple projects to compare SLA reports

5. Global and Admin Pages - Compare Projects with Splitting Screen

  • To compare different projects for different time periods, click on the "Enable Split Screen" button. Button to enable split screen for comparing multiple projects
  • You can now select dates and projects for two screens. This allows you to choose different dates for different projects. Split screen view for comparing SLA reports across multiple projects and time periods

6. Global and Admin Pages: Generate SLA Report

  • If you select a project and date but no reports are available, the "Generate Report" button will appear. Click on it to create a report. Button to generate a new SLA report when no existing reports are available

7. Global and Admin Pages - Trends

  • To view trends, enable Split Screen by clicking the "Enable Split Screen" button. Button to enable trend analysis through split screen view
  • Select at least one project for each screen.
  • Click on the "Open Trend Metrics" button. Button to enable trend metrics.
  • Trends will be displayed for the selected projects. Trends displayed for selected projects in split screen view

8. Threshold Manager

  • You can customize thresholds for weeks and months. These values determine how specific metrics are calculated. Threshold manager screen showing adjustable settings for SLA metrics

CLOSE TO BREACH

  • The maximum remaining time (in hours) for an ongoing SLA cycle before it is flagged as close to breaching.

Default Value: 1 hour.

UPCOMING DUE ISSUES

  • The maximum remaining time (in days) before a due date to flag issues with upcoming deadlines.

Default Value: 2 days.

9. AI Analyze Report with Rovo

  • Open Rovo by clicking the "chat" button in the navigation bar, then clicking the "Browse Agents" button. Chat button in the navigation bar used to access Rovo AI
  • Search for "SLA JSM ITSM Risks by Simplify" and select the agent. Search bar to locate SLA JSM ITSM Risks by Simplify agent in Rovo AI
  • Click on "Analyze SLA Metrics and Generate Trends." Button to initiate SLA metrics analysis in Rovo AI
  • Enter a project key. The project key is displayed in parentheses after the project name. For example, in "support (SUP)," the key is "SUP." Field to enter the project key for SLA analysis in Rovo AI
  • That’s it! Rovo will analyze the metrics and provide insights. Example of generated SLA analysis report from Rovo AI

10. Save Filters

  • Save your filters with selected projects and dates for future use.
  • Choose your desired filters and click on the "Save" button. Save filters button for saving selected project and date configurations

Get Started with AI-Driven SLA Insights and Bottleneck for JSM, ITSM & Help

Take control of your service level agreements and optimize workflows with AI-Driven SLA Insights and Bottleneck for JSM, ITSM & Help. Gain actionable insights to improve service delivery and customer satisfaction.