this video is part of the process optimization use case Series where we'll focus on different techniques to identify process and efficiencies non-conformant activities and Improvement opportunities today we're going to be focusing on how to do some simple SLA analysis now slas can be used across the organization in departments like HR facilities I.T and the intention of an SLA is to provide the customer with an expectation of the service that's going to be delivered obviously when slas are missed or breached that has a negative impact on the customer or employee experience and in some situations the financial impact based on penalties most organizations have kpis or metrics to help them understand the SLA performance like things like what percentage of tickets have breached which category or type of tickets miss their slas most often Etc where organizations tend to struggle is getting a better understanding of why these tickets are missing their slas or if we're consistently meeting our slas where are opportunities to adjust them to drive behaviors that will improve the experience for our customers process optimization can be used to help analyze tickets that have reached an SLA and help isolate the inefficiencies and those processes we're just going to look at a technique here today on how we might want to isolate incidents that have breached their slas within the process optimization workspace so you'll start out by opening up a mind process optimization project in this case we mine 17 000 incidents and what we want to do is use the condition Builder to focus in on just incidents that have SLA breaches Associated to them so we can open up our condition Builder and you may be familiar with this but there's not a lot of SLA based information that lives on the incident record the slas and basically live in the SLA task table and the information that we would use to filter whether an incident has breached or not is going to live in that table as well so the good news is our condition Builder inside of the process optimization workspace allows us to use something called related list conditions where we can select the related list that is attached to the incident table in this case task SLA and then use the criteria to say hey I'm interested in situations and where a record one record or more on that task SLA table meets the following criteria and in this case we're interested in incidents that there has breached a value is true so this would get us all of the incidents in which there's a SLA task attached to that incident record that has the value of has breached equal true now incidents and other work can have multiple slas associated with them whether it's a response or resolution based SLA maybe we want to use the condition Builder here to isolate situations in where just one of the slas has been breached so we can say and and then we'll go down to our SLA definition and we'll say this is Po SLA demo so that's the specific SLA definition in which the has breached value is true and we hit apply and that's going to get us and I've learned very limited demo data here the five incidents that met that criteria where that specific SLA has breached and then we can start using things like our bottleneck analysis or the visualize process map our variation analysis or maybe our breakdown filters start getting a better understanding of what might be causing these slas to breach or these incidents to breach their slas now another useful thing here is the ability to do side-by-side comparisons maybe we want to look at the incidents that are breaching their slas versus the entire set of data in this case 17 000 incidents that we breached and do some comparisons so what we can do in that case is let's say we want to save this filter set and we'll call it po SLA demo breaches and we'll say save and then we'll clear the filter set to bring us back to the entire data set that we're working with now I can use my compare option over here on the right hand side of the screen to say okay I've got that full data set in Model A on the left but now I want to look at that in comparison the situation where the incidents have breached and I can bring that up and now I've got my side by side comparison I can start doing some maybe breakdown analysis to see if there's anything in the breakdowns that jumps out to me as a potential problem area or I can come over here and I can use my comparison statistics to get some basic stats comparing the two and see the difference between the two models here again my demo data is not the best you would probably expect to see things that are breaching SLA to be have a greater discrepancy in terms of their average duration in the negative fashion than the entire model but you get the idea of how you could potentially start using process optimization to do some analysis around incidents or any records on the platform that have reached a given SLA appreciate your time today happy mining everyone