icon against an Incident to launch the corresponding source system and view more details.The Operations dashboard enables Business Leaders and IT Managers to review their organization's IT service operations with respect to daily usage or performance improvements. The dashboard contains individual chapters that focus on specific areas that help you track and prevent SLA breaches, thereby improving delivery performance.
As an IT manager, you can use this dashboard to find answers to some of the following business scenarios:
The Operations dashboard consists of the following chapters:
The Daily Operations Stand-up dashboard chapter helps IT Service Managers view and monitor IT service tasks, such as Incidents, Change Requests, Problem Tasks, and Request Tasks that are expected to close in the upcoming days. It is important to ensure that these tasks are completed within their due date so that SLA performance metrics are not impacted.
This dashboard chapter uses the following iCubes and displays data based on the filter specified on the iCubes:
Refer to the respective iCube topics for exact details about the specified filters. Also, each section within this chapter displays information based on individual filters specified in the section.
You can use the Filter by Manager dropdown in the dashboard to analyze information related to a specific Assignment Group Manager.
This chapter consists of the following sections:
Displays a grid that provides information about the number of Incidents, Change Requests, Request Tasks, and Problem Tasks that are currently in the Open state and is categorized based on the teams or groups that they are assigned to. This section only considers assignment groups that have at least one Incident, Request Task, Problem Task, or Change Request in the Open state.
Displays a grid that provides information about critical Incidents (where Incident Priority is 1 - Critical) that were raised in the last 7 days across all managers. You can view details, such as the Incident number, group and person assigned to the Incident, Configuration Item (CI) associated with the Incident, and a brief description. You can also click the icon against an Incident to launch the corresponding source system and view more details.
Note: This section is not driven by the Filter by Manager filter and displays information for all Assignment Group Managers.
Displays a grid that provides information about Open Incidents that have gone past their due date or whose due date is within the next 7 days. The grid displays details, such as the Incident Number, group and person assigned to the Incident, associated CI, brief description, current state and priority of the Incident, date and time when the Incident is due to be completed, and number of days remaining until the Incident due date.
The values in the Days Until Due Date column are color-coded based on the following predefined threshold values to visually denote Incidents that are about to breach their due dates:
Note: These threshold values are the default out-of-the-box values that are provided and can be configured based on your requirements. Contact the Digital.ai support team to modify these configurations.
Displays a grid that provides information about Open Request Tasks that have gone past their due date or whose due date is within the next 7 days. The grid displays details, such as the Request Task Number, group and person assigned to the Request Task, brief description, current state, date and time when the Request Task is due to be completed, and number of days remaining until the Request Task due date.
The values in the Days Until Due Date column are color-coded based on the following predefined threshold values to visually denote Request Tasks that are about to breach their due dates:
Note: These threshold values are the default out-of-the-box values that are provided and can be configured based on your requirements. Contact the Digital.ai support team to modify these configurations.
Displays a grid that provides information about Open Problem Tasks that have gone past their due date or whose due date is within the next 7 days. The grid displays details, such as the Problem Task Number, group and person assigned to the Problem Task, brief description, date and time when the Problem Task is due to be completed, and number of days remaining until the Problem Task due date.
The values in the Days Until Due Date column are color-coded based on the following predefined threshold values to visually denote Problem Tasks that are about to breach their due dates:
Note: These threshold values are the default out-of-the-box values that are provided and can be configured based on your requirements. Contact the Digital.ai support team to modify these configurations.
Displays a grid that provides information about Open Change Requests that have exceeded their planned start date or are about to start within the next 7 days. The grid displays details, such as the Change Number, group and person assigned to the Incident, associated CI, brief description, date and time when the Change Request is planned to start, current state and approval status of the Change Request, and number of days remaining until the Change is expected to start.
The values in the Days Until Start Date column are color-coded based on the following predefined threshold values to visually denote Change Requests that are expected to start soon:
Note: These threshold values are the default out-of-the-box values that are provided and can be configured based on your requirements. Contact the Digital.ai support team to modify these configurations.
This section lists all the attributes and metrics that have been used to build the reports in the Daily Operations Stand-up dashboard chapter:
| Attribute Name | Description |
|---|---|
| Calendar Month | Gregorian calendar month used for month related analysis and is used in this dashboard to analyze Incident MTTR across months. |
| Assignment Group Manager | Manager of the group or team responsible for working on the Incident, Request Task, Problem Task, or Change Request |
| Assignment Group | Group or team responsible for working on the Incident, Request Task, Problem Task, or Change Request |
| Assigned To | Person primarily responsible for working on the Incident, Request Task, Problem Task, or Change Request |
| Incident Number | Unique identifier of the Incident |
| Incident Priority | Sequence in which the Incident needs to be resolved, based on impact and Urgency |
| Incident Configuration Item | Configuration Item associated with the Incident |
| Incident Short Description | Brief description about the Incident at the source system |
| Incident State | Current state of the Incident |
| Incident Due Date | Date and time by when the Incident is due for completion |
| Request Task Number | Unique identifier of the Request Task |
| Request Task Short Description | Brief description about the Request Task at the source system |
| Request Task State | Current state of the Request Task |
| Request Task Due Date | Date and time by when the Request Task is due for completion |
| Problem Task Number | Unique identifier of the Problem Task |
| Problem Task Short Description | Brief description about the Problem Task at the source system |
| Problem Task Due Date | Date and time by when the Problem Task is due for completion |
| Change Number | Unique identifier of the Change Request |
| Change Configuration Item | Configuration Item associated with the Change Request |
| Change Short Description | Brief description about the Change Request at the source system |
| Planned Start Date | Planned date for start of work on the Change Request |
| Change State | Current state of the Change Request |
| Change Approval | Approval status of the Change Request; Approved, Rejected, and so on. |
| Metric Name | Description | Metric Formula |
|---|---|---|
| Incident MTTR (Days) | Average number of days taken for Incidents to move from the Open to Resolved state | (([Sum of Open to Resolve Duration (Days)] / [Resolved Incidents])) |
| Incident Backlog | Total number of Incidents that are currently in the Open state | Count([Opened Incidents])<[Backlog]> |
| Dormant Incidents | Count of Incidents which have not been updated in the past 30 days | Count([Opened Incidents])<[Dormant]> |
| Avg Age Open Problem Tasks (Days) | Average number of days that the currently open Problem Tasks have been open | [Problem Task Age (Days)] / [Opened Problem Tasks] |
| Request Task Backlog | Total number of Request Tasks that are currently in the Open state | Count([Opened Request Tasks])<[Backlog]> |
| Problem Task Backlog | Total number of Problem Tasks that are currently in the Open state | Count([Opened Problem Tasks])<[Problem Task Backlog]> |
| Change Backlog | Total number of Change Requests that are currently in the Open state | Count([Open Count])<[Backlog]> |
| Days Until Incident Due Date | Total number of days until the Incident is due to be completed. | Sum([Time Until Incident Due Date] / 86400.0) |
| Days until incident due date PV1 {None} | Threshold metric that represents days until Incident Due Date PV1 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 0. | Max([Days until incident due date PV 1]) |
| Days until incident due date PV12{None} | Threshold metric that represents days until Incident Due Date PV2 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 1. | Max([Days until incident due date PV 2]) |
| Days until incident due date PV3 {None} | Threshold metric that represents days until Incident Due Date PV3 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 3. | Max([Days until incident due date PV 3]) |
| Days until incident due date PV4 {None} | Threshold metric that represents days until Incident Due Date PV4 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 5. | Max([Days until incident due date PV 4]) |
| Days Until Request Task Due Date | Total number of days remaining until the Request Task reaches its due date. | Sum(([Time Until Request Task Due Date] / 86400.0)) |
| Days until Request Task due date PV 1 {None} | Threshold metric that represents days until Request Task Due Date PV1 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 0. | Max([Days until Request Task due date PV 1]) |
| Days until Request Task due date PV 2 {None} | Threshold metric that represents days until Request Task Due Date PV2 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 1. | Max([Days until Request Task due date PV 2]) |
| Days until Request Task due date PV 3 {None} | Threshold metric that represents days until Request Task Due Date PV3 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 3. | Max([Days until Request Task due date PV 3]) |
| Days until Request Task due date PV 4 {None} | Threshold metric that represents days until Request Task Due Date PV4 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 5. | Max([Days until Request Task due date PV 4]) |
| Days Until Problem Task Due Date | Total number of days remaining until the Problem Task reaches its due date. | Sum(([Time Until Problem Task Due Date] / 86400.0)) |
| Days until Problem Task due date PV 1 {None} | Threshold metric that represents days until Problem Task Due Date PV1 value, which can be used to specify a threshold range for Problem Tasks that are about to breach their due date. By default, the threshold value is set to 0. | Max([Days until Problem Task due date PV 1]) |
| Days until Problem Task due date PV 2 {None} | Threshold metric that represents days until Problem Task Due Date PV2 value, which can be used to specify a threshold range for Problem Tasks that are about to breach their due date. By default, the threshold value is set to 1. | Max([Days until Problem Task due date PV 2]) |
| Days until Problem Task due date PV 3 {None} | Threshold metric that represents days until Problem Task Due Date PV3 value, which can be used to specify a threshold range for Problem Tasks that are about to breach their due date. By default, the threshold value is set to 3. | Max([Days until Problem Task due date PV 3]) |
| Days until Problem Task due date PV 4 {None} | Threshold metric that represents days until Problem Task Due Date PV4 value, which can be used to specify a threshold range for Problem Tasks that are about to breach their due date. By default, the threshold value is set to 5. | Max([Days until Problem Task due date PV 4]) |
| Days Until Planned Change Start Date | Total number of days remaining until the start date of an upcoming planned Change. | Sum(([Time Until Planned Change Start Date] / 86400.0)) |
| Days until Planned Chg Start date PV1 {None} | Threshold metric that represents days until planned Changes start date PV1 value, which can be used to specify a threshold range for Change Requests that are about to start. By default, the threshold value is set to 0. | Max([Days until Planned Chg Start date PV 1]) |
| Days until Planned Chg Start date PV2 {None} | Threshold metric that represents days until planned Changes start date PV2 value, which can be used to specify a threshold range for Change Requests that are about to start. By default, the threshold value is set to 2. | Max([Days until Planned Chg Start date PV 2]) |
| Days until Planned Chg Start date PV3 {None} | Threshold metric that represents days until planned Changes start date PV3 value, which can be used to specify a threshold range for Change Requests that are about to start. By default, the threshold value is set to 4. | Max([Days until Planned Chg Start date PV 3]) |
| Days until Planned Chg Start date PV4 {None} | Threshold metric that represents days until planned Changes start date PV4 value, which can be used to specify a threshold range for Change Requests that are about to start. By default, the threshold value is set to 7. | Max([Days until Planned Chg Start date PV 4]) |
The Past Due Workload dashboard chapter enables a Service Operations Manager to view Incidents and Request Tasks that have gone past their due date, identify teams and users responsible for these tasks, and investigate further to understand why the tasks are open for so long. These insights help in reallocating and prioritizing tasks to ensure completion.
This dashboard chapter uses the following iCube and displays data based on the filter specified on the iCube:
Refer to the respective iCube topic for exact details about the specified filters. Also, each section within this chapter displays information based on individual filters specified in the section.
You can use the filters in the dashboard to analyze information related to a specific Leader or Assignment Group. You can also adjust the Avg Age (Days) min and max sliders to only view breached Incidents or Request Tasks whose age conforms to the selected filter.
This chapter consists of the following sections:
Displays users who have at least one Incident that has exceeded its due date and is currently in the Open state. For each user, you can also view the average age of Incident Tasks that are currently open along with the actual number of overdue Incidents.
You can click a particular user to drill down and view additional details about the associated overdue Incidents in the Incident Task Details section.
Displays a grid that provides more details about Incident tasks that have exceeded their due dates. The information in this section can either be driven through the filters specified at the chapter level or through the Assigned To selection made in the previous section.
Note: The Avg Age filter does not apply to this section.
You can view details, such as Incident task number, group and user assigned to the Incident, date and time when the Incident was created, brief description, and the number of reassignments that the Incident task has been through. You can also click the icon against an Incident task to launch the corresponding source system and view more details.
Displays users who have at least one Request Task that has exceeded its due date and is currently in the Open state. For each user, you can also view the average age of Request Tasks that are currently open along with the actual number of overdue Request Tasks.
You can click a particular user to drill down and view additional details about the associated overdue Request Tasks in the Request Task Details section.
Displays a grid that provides more details about Request tasks that have exceeded their due dates. The information in this section can either be driven through the filters specified at the chapter level or through the Assigned To selection made in the previous section.
Note: The Avg Age filter does not apply to this section.
You can view details, such as Task number, group and user assigned to the Request Task, date and time when the task was created, brief description, and the number of reassignments that the Request Task has been through. You can also click the icon against a Request Task to launch the corresponding source system and view more details.
This section lists all the attributes and metrics that have been used to build the reports in the Past Due Workload dashboard chapter:
| Attribute Name | Description |
|---|---|
| Leader or Assignment Group Manager | Manager of the group or team responsible for working on the Incident or Request Task |
| Assignment Group | Group or team responsible for working on the Incident or Request Task |
| Assigned To | Person primarily responsible for working on the Incident or Request Task |
| Task Number | Unique identifier of the Task (Incident or Request Task) |
| Incident Opened Date | Date and time when the Incident was created |
| Incident Short Description | Brief description about the Incident at the source system |
| Request Task Opened Date | Date and time when the Request Task was created |
| Request Task Short Description | Brief description about the Request Task at the source system |
| Metric Name | Description | Metric Formula |
|---|---|---|
| Avg Age (Days) | Average number of days that the currently open Tasks (Incidents and Request Tasks) have been open | ([Sum Task Age (Days)] / [Opened Tasks]) |
| Overdue Tasks | Total number of tasks (Incident or Request Tasks) that are past their due date | Count ([Opened Tasks])<[Overdue = Y]> |
| Task Reassignment Count | Total number of times the task (Incident or Request Task) has been reassigned between assignment groups | [Task Reassignment Count] / [Opened Tasks] |
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