LEIDOS Holdings Inc.

Client Challenge

With multiple service providers managing different IT services, Leidos needed a standardised method to track and report SLA performance within ServiceNow. The existing approach lacked real-time insights and historical trend analysis, making it difficult to assess vendor performance and drive service improvements. A robust analytics solution was required to provide clear, actionable data on SLA adherence.

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Our Solution: Performance Analytics  Dashboards Implementation

Novabridge partnered with Leidos to implement Performance Analytics dashboards, enabling daily, monthly, and annual rollups of SLA performance with key features such as:

• Performance Scores

• Trending Analysis

• KPI Targets

• Threshold Monitoring

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Result

Novabridge successfully delivered a comprehensive Performance Analytics solution within ServiceNow, enabling Leidos to track, report, and analyse SLA performance across multiple service providers. The ServiceNow Performance Analytics solution provided Leidos with:

• Requirements Gathering & Definition – Understanding business needs and defining key SLA metrics.

• Development of Availability SLA Reports – Tracking lost business time trends across vendors on daily, monthly, and annual levels.

• Development of Reliability SLA Reports – Analysing reliability performance trends over various time periods.

• SLA Dashboards – Custom dashboards for each service provider, displaying availability and reliability performance.

• Executive Overview Dashboard – A high-level dashboard for leadership to monitor overall SLA compliance and performance trends.

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The ServiceNow Performance Analytics solution provided Leidos with real-time performance insights, improved SLA tracking, and proactive decision-making capabilities. This implementation empowered Leidos to optimise vendor performance, enhance service reliability, and ensure SLA compliance across their IT ecosystem.

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Ready to take your ServiceNow data to new levels?

At Novabridge, we cut through the noise to deliver real solutions. With a proven track record in ServiceNow implementation and governance, we simplify complex challenges and drive transformation—just like we have done for Leidos and hundreds of other clients for years.

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