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AI-Driven SLA Insights & Bottleneck for JSM – Docs

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.

Follow this step-by-step guide to start analyzing SLA performance effortlessly with AI-Driven SLA Insights and Bottleneck for JSM, ITSM & Help. This tool helps service teams spot bottlenecks, compare SLA trends, and keep resolution times on target.

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.
  • 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.”
  • 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.

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.
  • Alternatively, on the “Manage your apps” page, click on the “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.

4. Global and Admin Pages - Compare Projects

  • To compare different projects, you can add additional projects to the dropdown menu.

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.
  • You can now select dates and projects for two screens. This allows you to choose different dates for different projects.

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.
  • Select at least one project for each screen.
  • Click on the “Open Trend Metrics” button.
  • Trends will be displayed for the selected projects.

8. Threshold Manager

  • You can customize thresholds for weeks and months. These values determine how specific metrics are calculated.

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.
  • Search for “SLA JSM ITSM Risks by Simplify” and select the agent.
  • Click on “Analyze SLA Metrics and Generate Trends.”
  • Enter a project key. The project key is displayed in parentheses after the project name. For example, in “support (SUP),” the key is “SUP.”
  • That’s it! Rovo will analyze the metrics and provide insights.

10. Save Filters

  • Save your filters with selected projects and dates for future use.
  • Choose your desired filters and click on the “Save” button.

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.