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Incident Performance Scorecard

The Incident Performance Scorecard dashboard provides insights on various parameters that can be used to gauge your organization's performance with respect to Incident service delivery. The insights provided in this dashboard can equip Business Leaders to identify gaps in their Incident management process and take remedial actions to improve service delivery.

As an IT manager, you can use this dashboard and find answers to some of the following business scenarios:

How are my teams performing with respect to Incident handling? Can I measure them based on some of the commonly used Incident metrics, such as MTTR, Backlog Incidents, Reassignment Count, and so on?
What percentage of Incidents have the most common Closure Codes, descriptions, or associated Configuration Items (CIs)?
Has there been a decline in the number of critical or high priority Incidents over the last 6 months?

This dashboard is built using the Incident iCube and fetches data based on the filter specified for this iCube. Refer to the respective iCube topic for more details about the filter.

Further, you can use the Date filter in this dashboard to view the Incident data that pertains to the specified From and To dates.

The Incident Performance Scorecard dashboard consists of the following sections:

How is each service performing in regard to Incident management?

Displays a grid that provides information about various Incident metrics to help you analyze how teams are performing with respect to Incident management. You can use the Date filter to narrow down your analysis to a specific period and analyze assignment groups based on the following parameters:

Opened Incidents: Displays the number of Incidents that were created during the specified period.
Incident Backlog: Displays the total number of Incidents that were created during the specified period and are currently in the Open state.
Closed Incidents: Displays the total number of Incidents that were created at any given point but were closed during the specified period. Therefore, the number of closed Incidents could be greater than the opened Incidents.
Closure Rate (Open Vs Closed): Displays the percentage of closed Incidents during the specified period as compared to the Incidents opened during this period.
Note: If the number of opened Incidents during a specified period is 0, the value for Closure Rate is displayed as 0.
MTTR (Days): Displays the average number of days taken by each assignment group to resolve Incidents. The metric considers only Incidents that were Resolved during the specified period.
Avg Days Since Last Update: Displays the average number of days that have passed since an update was made to Incidents opened during the specified period.
P1 Incidents: Displays the number of P1 Incidents that were opened during the specified period and whose current priority is Critical.
P2 Incidents: Displays the number of P2 Incidents that were opened during the specified period and whose current priority is High.
Reassignment Count: Displays the total number of times Incidents created during the specified period were reassigned to other assignment groups.
Incident Reassignment Rate: Displays the percentage ratio of total reassignment count of Incidents as compared to Incidents opened during the specified period.
Note: If the number of opened Incidents during a specified period is 0, the value for Incident Reassignment Rate is displayed as 0.
First Call Resolution Rate: Displays the percentage ratio of Incidents that were resolved within 30 minutes of being created as compared to all Incidents resolved during the specified period.
Note: If the number of resolved Incidents during a specified period is 0, the value for First Call Resolution Rate is displayed as 0.

Some of the Incident metrics in this grid have predefined threshold values applied to visually denote values that indicate poor Incident management. The following table lists the Incident metrics, their default threshold values, and the colors that signify each threshold range:

Metrics	Green	Light Green	Amber	Orange	Red	Gray
Incident Backlog (calculated based on percent to total)	<=20%	>20% and <=40%	>40% and <=60%	>60% and <=80%	>80% and <=100%	No Update
Closure Rate (calculated based on percentile rank)	>80% and <=100%	>60% and <=80%	>40% and <=60%	>20% and <=40%	<=20%	No Update
MTTR (Days) (calculated based on percentile rank)	<=20%	>20% and <=40%	>40% and <=60%	>60% and <=80%	>80% and <=100%	No Update
Avg Days Since Last Update (calculated based on percentile rank)	<=20%	>20% and <=40%	>40% and <=60%	>60% and <=80%	>80% and <=100%	No Update
Incident Reassignment Rate (calculated based on percentile rank)	<=20%	>20% and <=40%	>40% and <=60%	>60% and <=80%	>80% and <=100%	No Update
First Call Resolution Rate (calculated based on percentile rank)	>80% and <=100%	>60% and <=80%	>40% and <=60%	>20% and <=40%	<=20%	No Update

Tip: Green color indicates best performance and red color indicates worst performance. Also, null values for the above metrics are denoted in gray color and displays a 'No Update' label.

Note: These threshold values are the default out-of-the-box values and can be configured based on your requirements. Contact the Digital.ai support team to modify these configurations.

You can click an Assignment Group in the grid to drill down and view information specific to the selected Assignment Group in the remaining panels.

What is the trend of P1 and P2 Incidents?

Displays a monthly trend of Incidents with priority Critical (P1) and High (P2). This report is based on the month when an Incident was created and considers its current priority. For example, if an Incident was created in January 2020 and its current priority in June 2020 is Critical, the Incident will be considered and displayed against January 2020 and not for June 2020.

The information in this report is driven by the Date filter and by the Assignment Group selection made in the previous report and does not drive any other report in this dashboard.

What are the most common closure codes?

Displays the Close Codes or Resolution Codes that are selected for Incidents that were opened, closed, or resolved during the specified date filter along with the number of Closed Incidents associated with each close code, and the percent to total comparison of Closed Incidents across all close codes.

Note: This report considers the current close code of all Incidents that were opened, closed, or resolved during the specified time filter. For example, consider that the date filter is set to display data between January 1, 2020 to March 31, 2020. Now, an Incident that was opened on January 10, 2020 moved to the Closed/Resolved state on June 1, 2020 with an appropriate close code. Since the Incident was opened during the specified dates, the close code is considered and displayed in this report. However, the Incident is not considered as part of the Closed Incidents count.

The information in this report is driven by the Date filter and by any selections made in the previous reports.

What are the most common CIs?

Displays the Configuration Items (CIs) that are associated with Incidents that were opened, closed, or resolved during the specified date filter along with the number of Closed Incidents associated with each CI, and the percent to total comparison of Closed Incidents across all CIs.

Note: This report considers the CIs of all Incidents that were opened, closed, or resolved during the specified time filter. For example, consider that the date filter is set to display data between January 1, 2020 to March 31, 2020. Now, an Incident that was opened on January 10, 2020 moved to the Closed state on June 1, 2020. Since the Incident was opened during the specified dates, the CI is considered and displayed in this report. However, the Incident is not considered as part of the Closed Incidents count.

The information in this report is driven by the Date filter and by any selections made in the previous reports.

What are the most common Incident messages?

Displays the common words used in the first 25 characters of descriptions of Incidents that were opened, closed, or resolved during the specified date filter along with the number of Closed Incidents associated with the keywords, and the percent to total comparison of Closed Incidents across all Incident descriptions.

Note: This report considers keywords of all Incidents that were opened, closed, or resolved during the specified time filter. For example, consider that the date filter is set to display data between January 1, 2020 to March 31, 2020. Now, an Incident that was opened on January 10, 2020 moved to the Closed state on June 1, 2020. Since the Incident was opened during the specified dates, the keywords are considered and displayed in this report. However, the Incident is not considered as part of the Closed Incidents count.

The information in this report is driven by the Date filter and by any selections made in the previous reports.

What are the selected Incident details?

Displays detailed information about Incidents, such as Incident Number, opened and closed date, description, close code, CI, assignment group, and person associated with the Incident, current priority, state, and the reassignment count. You can also click the icon against an Incident to launch the corresponding source system and view more details.

The information in this report is driven by the Date filter and by any selections made in the previous reports. You can further use the filter panel next to this report to narrow down the list of Incidents based on Priority, State, and Reassignment Count.

Note: The Filter panel is only used to filter data in the Incident details report and does not affect data in any of the other reports.

Objects used in this chapter

This section lists all the attributes and metrics that have been used to build the reports in this dashboard:

Attributes

Attribute Name	Description
Calendar Month	Gregorian calendar month used for month related analysis
Assignment Group	Group or team responsible for working on the Incident.
Close Code	Field to capture how the Incident was Closed or Resolved
Configuration Item	Configuration Item associated with the Incident
Short Description	Brief description about the Incident at the source system
Incident Number	Unique identifier of the Incident
Opened Date	Date and time on which the Incident was Opened
Assigned To	Person primarily responsible for working on the Incident
Priority	Sequence in which the Incident needs to be resolved, based on impact and Urgency
Incident State	Current state of the Incident
Closed Date	Date and time on which the Incident was Closed

Metrics

Metric Name	Description	Metric Formula
Opened Incidents	Total number of Incidents that were created during the specified period.	Count([Opened Incidents])
Incident Backlog	Total number of Incidents that were created during the specified period and are currently in the Open state.	Count([Opened Incidents]) where Incident Backlog Flag = 'Y'
Closed Incidents	Total number of Incidents that were created at any given point but were closed during the specified period.	Count([Closed Incidents])
Closure Rate (Open Vs Closed)	Percentage of closed Incidents during the specified period as compared to the Incidents opened during this period.	([Closed Incidents] / [Opened Incidents])
MTTR (Days)	Average number of days taken for Incidents to move from the Open to Resolved state. The metric considers only Incidents that were Resolved during the specified period.	(([Sum of Open to Resolve Duration (Days)] / [Resolved Incidents]))
Avg Days Since Last Update	Average number of days that have passed since an update was made to Incidents opened during the specified period.	([Days Since Last Update] / [Incident Backlog])
P1 Incidents	Total number of P1 Incidents that were opened during the specified period and whose current priority is Critical.	Sum([Opened Incidents]) where Incident Priority = CRITICAL
P2 Incidents	Total number of P2 Incidents that were opened during the specified period and whose current priority is High.	Sum([Opened Incidents]) where Incident Priority = HIGH
Reassignment Count	Total number of times Incidents created during the specified period were reassigned to other assignment groups.	Sum[Reassignment Count]
Incident Reassignment Rate	Percentage ratio of total reassignment count of Incidents as compared to Incidents opened during the specified period.	([Reassignment Count] / [Opened Incidents])
First Call Resolution Rate	Percentage ratio of Incidents that were resolved within 30 minutes of being created as compared to all Incidents resolved during the specified period.	([First Call Resolution Incidents] / [Resolved Incidents])
Percent to Total (Closed Incidents)	Percentage of Closed Incidents in relation to each record of a selected attribute such as Close Code, CI, etc. as compared to the total number of Closed Incidents across the attribute.	[Closed Incidents]/Sum([Closed Incidents])