IT Agent dashboard for Service Operations Workspace
View the closed incidents that belong to you and your assignment groups through personalized metric visualization.
Navigate to Workspaces > Service Operations Workspace.
Select the Dashboard icon
Image omitted: dashboard-icon-sow.png
Dashboard icon to view the dashboard.
Dashboard icon to view the dashboard.
Procure the ITSM Pro package subscription to get additional performance analytics features.
For more information on performance analytics subscription, see Activating your Performance Analytics subscription.
You can monitor data by any of the following time aggregations.
- Weekly: View the data aggregated weekly. For counts, this data is the weekly sum of the daily values. For percentages, this data is the weekly average of the daily percentages.
- Monthly: View the data aggregated monthly. For counts, this data is the monthly sum of the daily values. For percentages, this data is the monthly average of the daily percentages.
- Quarterly: View the data aggregated quarterly. For counts, this data is the quarterly sum of the daily values. For percentages, this data is the quarterly average of the daily percentages.
- Yearly: View the data aggregated yearly. For counts, this data is the yearly sum of the daily values. For percentages, this data is the yearly average of the daily percentages.
Once the time aggregation is set, all the score-cards show the data for that period.
You can also view the summary for Today, Yesterday, Last 6 months, and Custom range time period.
End user and roles
| End user and goal | Required role |
|---|---|
| itil | View only the incidents in the base system. The user with itil role can also view the metrics related to change, problem, and request if the administrator has configured in the Service Operations Workspace. |
Data visualizations
| Title | Description |
|---|---|
| Average resolution time | Average resolution time of resolved incidents |
| Closed incidents | Number of closed incidents is measured daily |
| Incidents that missed SLA | Number of incidents missed SLA is measured daily |
| Percent of incidents resolved without reassignment | Percentage of incidents resolved by first assigned group |
| Average age of open incidents | Average age of open incidents |
| Percent of incidents resolved on same day opened | Percentage of incidents resolved on the same day opened |