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Top 10 Configuration Items

Among the many Configuration Items used by a Customer, this section displays the following details for the top 10 Configuration Items using three different graphs:

• Volume of Opened Incidents grouped by their Priority for the last 30 days: You can select a Configuration Item (CI) to drive the content of the other two graphs in this section.
• Mean time it takes to resolve Incidents belonging to the Configuration Item (CI). You can also compare it with a wide range of MTTR values:
  • High - Displays the highest mean time it took to resolve Incidents of a particular Configuration Item (CI) among all the Configuration Items. For example, if there are 5 CIs, the application displays the highest MTTR value among the 5 Configuration Items.
  • Mean- Displays the average of all the MTTR values for Incidents belonging to all Configuration Items.
  • Median- Displays the median of all the MTTR values for Incidents belonging to all Configuration Items.
  • Low - Displays the lowest mean time it took to resolve Incidents of a particular Configuration Item (CI) among all the Configuration Items
• Trend of Opened Incidents belonging to the Configuration Item (CI) for the last 30 days.

Note: You can select a Configuration Item (CI) from the left graph to view the MTTR benchmark and Opened Incident trend for that particular Configuration Item (CI).

Metrics Used