Major incident dashboard
Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.
KPIs for Major Incident.
| Data Visualization | Description | KPI (Performance Analytics Indicator) |
|---|---|---|
| Overdue major incidents | Number of the major incidents that have breached the SLA. | Overdue major incidents |
| Open major incidents (by age and assignment) | Total number of open major incidents assigned/not assigned distributed over the age. | Open major incidents (by age and assignment) |
| Open major incidents (by services and state) | Distribution of major incidents between various services and state. | Open major incidents (by services) |
| Major incidents nearing resolution SLA | Percentage of the major incidents nearing the SLA. This is based on the percentage of SLA elapsed where the elapsed percentage is between 50-75%,76- 85%, 86-95%, above 95%. | Major incidents nearing resolution SLA |
| Closed major incidents (by services) | Distribution of closed major incidents between various services. | Closed major incidents (by services) |
| Mean time to take actions on a major incident | Average time taken for a major incident to be proposed, acknowledged and resolved. | Mean time to resolve a major incident |
| % Major incidents breached SLA | Percentage of major incidents that breached SLA. | % Major incidents breached SLA |
| % Major incidents closed without post incident report | Number of major incidents that are closed without having a post incident report (PIR). | % Major incidents closed without post incident report |
| % Major incidents associated with problems | Percentage of the major incidents associated with problems. | % Major incidents associated with problems |
| Outages due to major incidents | Total outages (in hours) caused due to major incidents. | Outages due to major incidents |