Mixer+
A duration and SLA analysis engine.
It measures how long ServiceNow records take against a commitment threshold, with configurable time windows and exclusions, and reports pass or fail.
What Mixer+ does.
A configuration defines what records to measure, over what window, which time ranges to exclude, and what threshold to compare against. Configurations can be seeded from reusable templates and run through their own review and approval before being finalized.
Running a configuration produces a blend result that computes per-record durations in slices, applying exclusions the way SLA pause and business-hours logic do, then compares each against the commitment target.
Mixer+ works directly on platform ITSM and SLA tables: incidents, changes, requests, and catalog tasks, with their metrics and SLAs, making it the suite's bridge to day-to-day service operations.
Mixer+ measures how long things take. A user builds a configuration, optionally from a template, that defines which ServiceNow records to analyze, over what time window, which time ranges to exclude, and what threshold to measure against. Running it produces a blend result that slices each record’s elapsed duration, applies the exclusions, and reports pass or fail along with duration statistics.
Blend refers to the slicing and combining of time segments when computing elapsed duration, similar to SLA pause and business-hours logic. The configuration builder is a tabbed editor covering general settings, what to blend, the window period, excluded ranges, and a metric filter, and each configuration moves through a state workflow from created to submitted, approved, finalized, and closed.
Of the seven apps, Mixer+ is the most self-contained. It is wired to the platform’s ITSM and SLA tables, including incidents, changes, requests, catalog tasks, and their metrics, rather than to the other apps’ data, and joins the suite only through the shared base-user role. It is the suite’s lens on operational service performance.
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