--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Insights and Opportunities for Incident dashboard # Insights and Opportunities for Incident dashboard {#ariaid-title1} Release version: Australia Updated June 4, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Insights and Opportunities for Incident dashboard The Insights and Opportunities for Incident dashboard in Service Operations Workspace provides service desk and incident managers with a comprehensive, data-driven view of incident management. It consolidates incident trends, SLA compliance, sentiment analysis, and operational patterns to help identify recurring issues and improve service delivery. The dashboard updates dynamically based on the selected date range and allows users to drill down into detailed incident records for deeper analysis. Show full answer Show less ## Key Features * **Two primary views:** * **Dashboard view:** Presents organization-wide incident analytics, including incident volume, SLA performance, sentiment trends, and operational patterns. * **Trend category view:** Focuses analytics on a selected incident trend category with AI-generated summaries, key metrics, and detailed breakdowns. * **Dashboard view widgets:** * Incident volume over time with period comparisons * SLA status showing on-track versus breached incidents * AI-inferred incident sentiment trends * Incident trend categories clustered by recurring themes * Top departments by incident volume * Geographic distribution of incidents * Channel distribution by submission method (phone, email, chat, self-service) * Incident volume by business criticality of affected services * Top configuration item classes associated with incidents * Assignment groups with high reassignment counts * **Trend category view enhancements:** * AI-generated natural language summary highlighting issues and probable causes * Metrics such as total incidents, average mean time to resolve (MTTR), SLA breaches, and reassignment counts for the selected category * Incident priority breakdown and top categories within the trend * Incident volume by department and MTTR trends by assignment group * List of SLA-breached open incidents and access to individual incidents for detailed review ## Key Outcomes ServiceNow customers using this dashboard can expect to: * Gain a unified, actionable view of incident management performance and trends across the organization. * Identify recurring incident patterns and underlying causes through AI-generated insights and detailed data. * Monitor SLA compliance effectively and prioritize efforts to reduce breaches. * Analyze sentiment trends to understand user experience and satisfaction over time. * Make informed decisions to optimize resource allocation, improve service delivery, and reduce incident resolution times. The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers a unified view of incident trends, SLA compliance, sentiment, and operational patterns to support data-driven decisions. The Insights and Opportunities for Incident dashboard aggregates incident data across multiple dimensions, giving service desk managers and incident managers the context to identify patterns, address recurring issues, and improve service delivery. The dashboard is available in Service Operations Workspace and updates based on the selected date range. Select any visualization to drill down into the underlying incident records.{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-1} The dashboard has two primary views:{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-2} * Dashboard view --- Displays organization-wide incident analytics across all incidents in the selected period. Use this view to monitor support demand, SLA performance, sentiment, and other operational patterns. * Trend category view --- Displays analytics scoped to a selected incident trend category. Access this view by selecting a row in the Incident trends table. The view includes an AI-generated summary, key metrics, and detailed analytics scoped to the selected trend category. ## Dashboard view {#insights-opportunities-incident-dashboard__section_dashboard_view} The dashboard view provides a broad operational picture across all incidents. It includes the following widgets:{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-3} Incident volume : Incident volume over time, with a period-over-period comparison. SLA status : Incidents on track vs. breached against SLA targets. Incident sentiment trend : AI-inferred sentiment scores over time. Incident trends : Incident trend categories, clustered by recurring themes. Select a row to open the trend category view. Top departments : Departments with the highest incident volume. Geographic distribution of incidents : Incident concentration by location. Channel distribution : Incidents by submission channel, such as phone, self-service, email, and chat. Services by business criticality : Incident volume by the business criticality of the affected service. Top configuration item classes : CI classes by number of associated incidents. Top assignment groups with high reassignment count : Assignment groups by total reassignments. ## Trend category view {#insights-opportunities-incident-dashboard__section_trend_category_view} The trend category view includes all Dashboard view widgets scoped to the selected trend category, plus the following:{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-4} AI-generated summary : Natural language summary of the selected trend category, including identified issues and probable causes. Total incidents : Total incidents in the selected trend category within the selected date range. Average MTTR : Average mean time to resolve (MTTR) for incidents in the selected trend category. SLA breached incidents : Incidents in the selected trend category that have breached their SLA targets. Total reassignments : Total reassignments across all incidents in the selected trend category. Incident priority breakdown : Incidents in the selected trend category by priority level. Top categories : Incidents in the selected trend category by category. Top 10 departments by volume : Incident volume by department, broken down by state. Top assignment group by MTTR : MTTR trends by assignment group for the selected trend category. SLA-breached open incidents : Open incidents in the selected trend category that have breached their SLA targets. Associated incidents : Individual incidents that make up the selected trend category, available for detailed review. Note: The AI-generated summary may not reflect all details of the trend category. Review the associated incident records to verify accuracy before taking action. **Related concepts** * [Incident Management](https://www.servicenow.com/docs/9c8177e7~u2qCzQBofO4uw "Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.")