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.  

[Uncle Rob]

I'd start by asking my SD agents and manager the following question:

What kind of information forces you to change what you're doing with your work?

I encourage a dashboard approach similar to that of a car.   Look down and see fuel down to "E"?   Find nearest gas station.

[Uncle Rob]

This idea is less visual, but something that could display the business services currently experience outage or availability issues would be useful.   Your ServiceDesk instantly has insight into how the customers are adversely effected.

[jonathan_schult]

@rfedoruk is quite right on his approach in his posts!   Along that line of thinking, I would direct you to the new business service monitoring functionality in the Eureka release.   Visit servicenow.com and click on the main banner for Frank Slootman, Fred Luddy or Dan McGee. This will allow you to quickly register for and view the three keynote sessions that happened during the Knowledge14 conference. The recorded presentations contain lots of demonstrations of functionality - great stuff!

To see the new business service monitoring functionality, view Frank Slootman's presentation and advance to about 59 min's into the presentation.   This shows the new service monitoring functionality.   Not directly Incident Management dashboard but really impressive functionality!!

[Mike Moody]

Hi Karri,

If you're looking for something that will allow you to very granularly examine ticket data over it's lifespan, you could try to implement something like this: I am a creator - Ticket Life Report - Mike Moody

Mike

[rajeshgk1]

We are extensively using ServiceNow for Application Maintenance and support. We report Metrics at various levels. To name a few.

1. Fix Backlog and Backlog Management Index

2. Fix response time and fix responsiveness

3. Percent delinquent fixes

4. Fix Quality

Fix backlog is a workload statement for software maintenance. It is related to both the rate of defect arrival and the rate at which fixes for reported become available. It is simple count of reported problems that remain at the end of each time period (week, month etc).

5. Backlog Management Index (BMI)

BMI = (Number of problems closed during the month / Number of problems arrived during the month ) * 100

If BMI > 100 then backlog is reduced else backlog is increased.

Each of above is a graph block. There are several colorful blocks on one page.

Qlikview is a wonderful tool to develop these graphs / dashboards / reports.

HCL Technologies