Looking for Incident Dashboard metrics and display ideas

[karrimarie]

I am looking for some ideas for our incident management dashboard and metrics display.   There is so much you can pull but I want to know what other people are reporting so I can create some ideas to submit for our organization.  

[jonathan_schult]

From an ITIL perspective there are several key items for which a dashboard metric would be very beneficial.   I would suggest the following items:

• Number of Incidents by Status - shows the total number of incidents for a specific time period by the status of the incident.
• Trend Report for Incidents - shows the trend of monthly incident volume. The number of incidents created in a month are shown along with the number of incidents closed in that month.
• Aging of Open Incidents - shows a summary of the open incidents grouped according to age.
• Resolution Time Analysis for Incidents by Impact - shows the incidents grouped by resolution time ranges.
• Mean Time to Resolution of an Incident - shows the monthly averages for incident resolution time and shows the trend shown for a given number of months.
• Percentage of Incidents Reopened - shows how many incidents were re-opened by users after they were resolved by the resolver.
• Backlog of Unresolved Incidents - shows the current backlog of open incidents by assigned to support group.
• Top Incident Submitter Departments - shows which departments submitted the most number of Incidents over a given time period.
• SLA Summary — shows the percentage of !SLAs met by month.

That should give you a great starting place for your Incident Management Dashboards.   Good luck!

[searlc]

"Trend Report for Incidents - shows the trend of monthly incident volume. The number of incidents created in a month are shown along with the number of incidents closed in that month."

This is the very same report I am tying to create. How do you create this report/chart?

[jonathan_schult]

Cody,

I can tell you what should be included from an ITIL perspective.   I'm afraid that we will have to hand the "how" questions over to one of the many SN experts in this SN Community to help.  

Can anyone help Cody with this question?

Best Regards,

Jonathan

[searlc]

I need to display a chart or a list that shows incidents/Task that were opened and compare them to those closed by an assignment group by month.

So we can see how many incidents/task are carrying over to the next month.

This is for a senior I.T. Leadership Dashboard.