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Analyzing the broader application performance and user impact context of incidents and problems

Peter is an operations manager in an organization. He wants to get consolidated views for the week or month into top incidents and problems pertaining to applications. He also wants to understand the most recurring incidents and problems reported by users, so that he can analyze if there is a more general issue with end users performance and transactions as seen with application performance metrics that if caught earlier, can reduce user incidents.

Based on the analyses, Peter can proactively eliminate the future problems and incidents by early action and communication.

Peter wants to streamline the process by understanding the following and take effective steps to avoid future problems and incidents:

• Number of incidents and problems by applications for a specific time period
• Are there incidents or problems specific to geography?
• How many users are impacted with the existing problems?
• Are the reported incidents consistent with what application performance metrics provide?

Generating a report

To analyze incidents and problems in applications as cross correlated with end user performance with respect to location, perform the following procedures:

Prerequisites: Ensure that you have logged in using appropriate credentials.

1. In the right panel, select the required visualization option.

   In this example, a bar chart is used. For more information on dossiers, refer Dossiers

2. From the top navigation panel, click and select Existing Datasets.

3. From the Select Existing Dataset window, select the required dataset. For example, iCubes , Shared Insights.

   In this example, Problem, Incident, Summary, and Mobile Application Summary iCubes are selected. The selected datasets are added to the DASHBOARD DATASET panel.

   For more information on Monitor attributes and metrics, refer the Digital.ai Intelligence Applications User Documentation.

4. From the DATASETS panel:
   1. Drag and drop the following attributes to the horizontal field of the visualization editor:
      1. Application Name
      2. Calendar Month
      3. Location
   2. Drag and drop the following metrics to the vertical field of the visualization editor:
      1. Resolved Incidents
      2. Overdue Problems %
      3. Opened Problems
      4. Major Incidents
      5. Related Incidents
      6. Browser Satisfaction Score
      7. Browser Page Visits
      8. Browser User Sessions
      9. Mobile Crash Rate
      10. Apdex Score- App Tier

Analyzing the report

Using the report, Peter can get the following visibility in to the performance of applications and business services in relationship to the incident and problems reported:

• Understand the overall performance of applications in correlation to incident and problem across geographies
• Gain visibility in to customer impacting major incidents and opened problems for applications in a specific time period