Legacy: IT Manager dashboard

Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.

IT managers can use the ITSM Success Dashboards to view the metrics for their assignment groups.

End user and roles

Indicators

• % Closed Requests with Breached SLA

  The results of the formula ([[Number of Closed Requests with Breached SLAs]]/[[Number of closed requests]]) * 100

• % of incidents resolved by first assigned group

  The results of the formula ( [[Number of resolved incidents by first assigned group]] / [[Number of resolved incidents]] ) * 100

• % of open incidents missed SLA

  The percentage of open incidents that did not meet the SLA, as calculated by the formula [[Number of incidents missed SLA]] / [[Number of open incidents]] * 100

• % of open incidents not updated in last 5 days

  Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula ( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100.

• % of open incidents with problem

  The result of the formula [[Number of open incidents with problem]] / [[Number of open incidents]] * 100

• % of open problems not updated in last 30 days

  The result of the formula ( [[Number of open problems not updated in last 30 days]] / [[Number of open problems]] ) * 100

• % of open problems with at least one incident

  The result of the formula [[Number of open problems with at least one open incident]] / [[Number of open problems]] * 100

• % open and overdue incidents

  The result of the formula ( [[Number of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]] ) * 100

• % Resolved Incidents with Breached SLA

  The result of the formula ([[Number of Resolved Incidents with Breached SLAs]]/[[Number of resolved incidents]]) * 100

• Active Breached SLAs Today

  The result in percentage of the formula ([[Number of breach task sla today]]/[[Number of active task sla]])*100

• Average age of open problems

  The result, in days, of the formula [[Summed age of open problems]] / [[Number of open problems]] / 24

• Average age of open requests

  The result, in days, of the formula [[Summed age of open requests]] / [[Number of open requests]] / 24

• Average age open incidents

  The result, in days, of the formula [[Summed age of open incidents]] / [[Number of open incidents]] / 24

• Average close time of requests

  The result, in days, of the formula [[Summed duration of closed requests]] / [[Number of closed requests]] / 24

• Average Cost per Incident

  The result of the formula [[Cost of Incidents Resolved]]/[[Number of resolved incidents]], when the number of resolved incidents is more than zero.

• Average Cost per Request

  The result of the formula [[Cost of Requests Completed]]/[[Number of completed requests]], when the number of completed requests is more than zero.

• Average Cost per Request - Weekly

  The result of the formula [[Cost of Requests Completed / By week SUM +]]/[[Number of completed requests / By week SUM +]]. In other words, the weekly sum of the cost of completed requests, including partial weeks, divided by the weekly sum of completed requests, including partial weeks.

• Average Cost per Resolved Incident - Weekly

  The result of the formula [[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks.

• Average reassignments of open and overdue incidents

  The result of the formula [[Summed reassignments of open and overdue incidents]] / [[Number of open and overdue incidents]]

• Average resolution time of resolved incidents

  The result of the formula [[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24

• Closed workload

  The result of the formula [[Number of closed incidents]] + [[Number of closed problems]] + [[Number of closed requests]]

• ITSM Average Overall Customer Satisfaction

  Average of the normalized score for the Customer Satisfaction survey, as a result of the formula [[ITSM normalized satisfaction score]] / [[ITSM survey instances]]

• New workload

  The result of the formula [[Number of new incidents]] + [[Number of new problems]] + [[Number of new requests]]

• Number of closed complete requests

  Number of requests closed today as complete (State = Complete)

• Number of closed incidents

  The number of incidents closed today

• Number of closed problems

  The number of probems closed today

• Number of closed requests

  The number of requests closed today

• Number of Closed Requests with Breached SLAs

  Count Distinct of SLA tasks [task_sla] with a task type of Request, Has breached = true, Stage != Cancelled, and closed today

• Number of new incidents

  The number of incidents opened today

• Number of new problems

  The number of incidents opened today

• Number of new requests

  The number of incidents opened today

• Number of open changes planned in the next 7d

  The number of Change Request [change_request] records opened today with a Planned Start date between today and the end of next week

• Number of open incident unassigned

  The number of open incidents not assigned to anyone

• Number of open incidents

  Number of incidents with no Resolved date

• Number of open incidents not updated in last 5 days

  Number of open incidents with an Updated date of more than five days ago

• Number of open and overdue incidents

  The number of open incidents related to an SLA task that is not in the Cancelled stage (task_sla.stage) and has an actual elapsed percentage greater than 100% (task_sla.percentage).

• Number of open incidents that should be resolved in time

  The count distinct of open incidents associated with an SLA task [task_sla] that is not in the Cancelled stage.

• Number of open incidents with problem

  The number of open incidents with a value in the Problem field

• Number of open problems

  The number of problems opened on or before today and not yet closed.

• Number of open problems not updated in last 30 days

  Number of open problems with an Updated date of more than 30 days ago

• Number of open problems with at least one open incident

  The count distinct of open incidents where the Problem Active field value is true.

• Number of open requests

  Number of requests opened on or before today and not yet closed

• Number of requests closed after due date

  Number of requests that are closed after request due date (sc_request.closed_at > sc_request.due_date)

• Number of resolved incidents

  Number of incidents with a value in the Resolved date field

• Number of resolved incidents by first assigned group

  Number of incidents that were resolved by the first group assigned to them

• Open workload

  The result of the formula [[Number of open incidents]] + [[Number of open problems]] + [[Number of open requests]]

• Predicted Average Cost of Open Incidents

  The result of the formula [[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]] * [[Number of open incidents]]

• Predicted Average Cost of Open Requests

  The result of the formula [[Cost of Requests Completed / By week SUM +]]/[[Number of requests completed / By week SUM +]] * [[Number of open requests]]

• Workload backlog growth

  The result of the formula [[New workload]] - [[Closed workload]]

The following indicators do not appear on the dashboard but are used in formulas:

• Cost of Incidents Resolved

  The daily sum of the Value field of incident_metric records where the Definition field value is Incident Resolution Fixed Cost.

• Cost of Requests Completed

  The daily sum of the Value field of sc_request_metric records where the Definition field value is Request Resolution Fixed Cost .

• ITSM normalized satisfaction score

  Sum of the normalized score of metric results for the Customer Satisfaction survey

• ITSM survey instances

  Number of the survey instances of the Customer Satisfaction survey

• Number of active task sla

  The count of active SLA tasks on task_sla with a start time before today and a stop time after today.

• Number of breach task sla

  The count of active SLA tasks on task_sla with a breach time before today

• Number of incidents missed SLA

  The number of records on the incident_sla table created on or before today, not yet closed, and that have breached SLA

• Number of open incidents with problem

  The count of open incidents with a Problem referenced in the Problem field.

• Number of Resolved Incidents with Breached SLAs

  Number of Incident-type SLA tasks that are not cancelled, that were resolved today, and where Has Breached is true

• Summed age of open incidents

  The sum of hours between the time an incident was opened and now

• Summed age of open problems

  The sum of hours between the time a problem was opened and now

• Summed age of open requests

  The sum of hours between the time a request was opened and now

• Summed duration of closed requests

  The sum of hours between the time a request was opened and the time it was closed

• Summed duration of resolved incidents

  The sum of hours between the time an incident was opened and the time it was resolved

• Summed reassignments of open and overdue incidents

  The summed reassignment count of all open Incident SLAs

Breakdowns

• Age (Request, Incident, Problem, and Change)
• Assignment Group
• Category (Incident, Change)
• Contact Type (Incident, Request)
• Location
• Priority (Request, Incident, Problem, and Change)
• Risk (Change)
• SLA
• SLA Definition
• State (Change, Request, Problem)

Parent Topic:Legacy: Performance Analytics ITSM Dashboards