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IT Operational

The IT Operational dashboard provides an overall view across all IT related operations such as, performance related KPIs about backlog incident percentage, mean time to resolve incidents, average time to fulfill tasks, successful change percentage, and so on. You can also view information about the necessary actions you could take and analyze your performance trends over a time period.

You can view information for a particular assignment group or for a group associated with a particular group manager.

Legends

• A downward arrow, if in green (), symbolizes a positive impact in the fall of the metric.
• A downward arrow, if in red (), symbolizes a negative impact in the fall of the metric.
• An upward arrow, if in green (), symbolizes a positive impact in the growth of the metric.
• An upward arrow, if in red (), symbolizes a negative impact in the growth of the metric.
• An arrow, if in orange (), symbolizes no impact in the growth or fall of the metric.

Key Performance Indicators (KPIs)

The KPIs section focuses on helping you understand the results delivered by your business. The KPIs provide performance-related information as of that date and the scores are compared to the previous date.

• Backlog % — The percentage of incidents that are pending resolution as of a specific point in time, such as the end of the working day.
• First Call Resolution (FCR) — Specifies the percentage of incidents that are resolved within 30 minutes from the time the incident was open.
• Mean Time To Resolve (MTTR) — Specifies, in days, the average elapsed time between incident creation and resolution. This enables you to understand how much time a group takes to resolve incidents.
• Incidents Met SLA % — Specifies the percentage of incidents that have adhered to SLA limits.
• Successful Changes % — Specifies in percentage the number of Changes implemented successfully.
• Avg Time to Fulfill ( Request Task) — Specifies the average number of days it would take for a request to be fulfilled.

Take Action

The Take Action section provides you information about the activities as on date for which you might want to be prepared and take necessary action.

• Incidents Breaching SLA in 5 days

  This table displays the list of all the incidents that are going to miss their SLA limits in the next 5 days. Information, such as Incident Number, Short Description, Priority, Category, Due Date, and SLA Definition are displayed to help you choose which incident to address first.

• Overdue Incidents

  This table displays the list of incidents that have passed the due date. Based on the values displayed, such as Incident Number, Short Description, Status, Priority, Caller, Category, and Due Date, you can plan to resolve high priority incidents.

• Planned Changes in Next 7 days

  This table displays the list of all the change requests that are planned to be addressed in the next 7 days. Based on the attributes and metrics, such as Change Number, Short Description, Type, Priority, Configuration Item, Planned Start Date, and Planned End Date, you can plan on which change request to address first.

• Request Tasks with Planned Due Date in Next 7 days

  This table displays the list of request tasks that are planned to be addressed in the next 7 days. Based on the attributes and metrics, such as Request Task Number, Request, Short Description, Status, Priority, Configuration Item, and Planned End Date, you can plan on which request to address first.

Performance Trends

This section provides a graphical representation of performance trends over a time period.

Open, Closed vs Backlog Incidents Trend

This graph enables you to view the open and closed incidents over a weekly period and the trend of the incidents that are pending resolution.

• The x-axis represents the time range (week)
• The y-axis represents the count of opened and closed incidents
• Hover over a point in the graph to view the details in a tool tip

Similarly, you can view other graphical representations such as Resolved Incidents vs percentage of SLA achieved, Change Backlog – number of change requests addressed in a specific time period, and Closed Request Tasks vs Average Time to Fulfill.

Related Analyses

This section displays a set of dashboards that you can access to view more information about specific operations. You can click the related dashboard to drill-down to individual process dashboards. The following list of related dashboards are available:

• Incident Operations dashboard

  Provides a detailed view about operational performance of Incident module of IT Services and helps you gauge current standing on the group by understanding KPIs, such as customer satisfaction, unassigned incident percentage, priority incidents that have missed SLA. You can also view information about the necessary actions you could take and analyze your performance trends.

• Change Operations dashboard

  Provides a detailed view about operational performance of Change module of IT Services and helps you gauge current standing on the group by understanding KPIs, such as number of critical open changes, average age of open changes, successful change percentage. You can also view information about the necessary actions you could take and analyze your performance trends.

• Request Operations dashboard

  Provides a detailed view about operational performance of Request module of IT Services and helps you gauge current standing on the group by understanding KPIs, such as Avg. open to close duration for Request Items, percentage of open Request Items, SLA met percentage for Request tasks. You can also view information about the necessary actions you could take and analyze your performance trends.

• Open Work dashboard

  Provides a detailed view about open work related to some of the commonly available task types, such as Request Task, Change Request, Incident, Problem, Problem Task, Request, and Request Item.

Metrics Used