Legacy: IT Executive dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Legacy: IT Executive Dashboard

    The IT Executive Dashboard provides a comprehensive view of IT Service Management (ITSM) metrics, enabling IT executives to monitor performance effectively. It presents key indicators that measure incident and problem management, allowing executives to assess operational efficiency and customer satisfaction.

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    Key Features

    • Critical Incident Metrics: Tracks the percentage of new critical incidents and problems, providing insights into urgent issues.
    • Incident Management: Displays the percentage of open incidents not updated in the last five days and the average age of open incidents, highlighting potential areas of concern.
    • Requested Items: Shows the percentage of open requested items before their due dates and identifies overdue requests.
    • Service Level Agreements (SLAs): Reports on active breached SLAs, offering visibility into compliance with service commitments.
    • Cost and Resolution Analysis: Provides metrics such as average cost per resolved incident and average resolution time, helping to evaluate resource allocation and efficiency.
    • Customer Satisfaction: Analyzes overall customer satisfaction scores based on survey results, indicating the effectiveness of service delivery.

    Key Outcomes

    By leveraging the IT Executive Dashboard, organizations can expect to:

    • Gain a high-level understanding of ITSM performance, facilitating informed decision-making.
    • Identify critical incidents and problems quickly, allowing for timely intervention.
    • Improve operational efficiency by monitoring incident resolution metrics and service compliance.
    • Enhance customer satisfaction by utilizing feedback from satisfaction surveys to drive improvements in service delivery.

    See a high-level view across all of ITSM.

    IT executives can use the ITSM Success Dashboards to view the metrics for ITSM.

    Animated tour of the tabs of the IT Executive dashboard

    End user and roles

    End user and goal Required role
    IT Executive None

    Indicators

    % of new critical incidents
    The result of the formula ( [[Number of new incidents > Priority = 1 - Critical]] / [[Number of new incidents]] ) * 100
    % of new critical problems
    The result of the formula ( [[Number of new problems > Priority = 1 - Critical]] / [[Number of new problems]] ) * 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 requested items before due date
    The result of the formula ( [[Number of open requested items before due date]] / [[Number of open requested items]] ) * 100
    % of overdue requested items
    The result of the formula 100 - [[% of open requested items before due date]]
    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 open incidents
    The result, in days, of the formula [[Summed age of open incidents]] / [[Number of open incidents]] / 24
    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 reassignment of open incidents
    The result of the formula [[Summed re-assignment of open incidents]] / [[Number of open incidents]]
    Average resolution time of resolved incidents
    The result of the formula [[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24
    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]]
    Number of new incidents
    The number of incidents opened today
    Number of new problems
    The number of incidents opened today
    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 requested items
    Number of requests with a registration date on or before today and no closed date, or a closed date after today
    Number of open requested items before due date
    Number of requested items open today (before midnight on collection date) and a due date after midnight on the collection date.
    Number of resolved incidents
    Number of incidents with a value in the Resolved date field
    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.
    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 today
    The count of active SLA tasks on task_sla with a breach time before today
    Summed age of open incidents
    The sum of hours between the time an incident was opened and now
    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 incidents
    The summed reassignment count of all open incidents

    Breakdowns

    • Age (Requested Item, Incident)
    • Assignment Group
    • Backordered (Requested Item)
    • Category (Incident)
    • Contact Type (Incident)
    • Item
    • Opened by Department
    • Priority (Requested Item, Incident, Problem)
    • Requested by Department (Requested Item)
    • SLA Definition
    • Stage (Requested Item)
    • State (Change, Request, Problem)