Reporting incidents
Summarize
Summary of Reporting Incidents IT Service Management
Service desk and IT managers can utilize dashboards and reports to effectively monitor incident statuses and service levels. The Incident Overview dashboard offers a snapshot of open incidents, featuring single score widgets for critical, unassigned, and overdue incidents, along with charts grouping incidents by priority and state. This dashboard is fully interactive and configurable to meet specific needs.
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Key Features
- Incident Reports: Access and customize various incident reports via Reports > View / Run. Available reports include basic charts by assignment group, time series reports analyzing closed incidents by configuration item (CI), and multidimensional reports for identifying service level gaps.
- Metric Definitions: Activate the Metric Definition plugin to define and monitor metrics that enhance incident management processes. This allows for refined assignment rules, service level agreements, and encourages users to consult the knowledge base prior to creating incidents.
- Performance Analytics: Complimentary Performance Analytics for Incident Management provides a dashboard with 15 performance indicators, enabling ongoing assessment of organizational performance. Additional analytics options are available with a subscription, including preconfigured dashboards and in-form analytics for real-time decision-making.
Key Outcomes
By leveraging the available dashboards and reporting tools, ServiceNow customers can enhance their incident management practices, improve service delivery, and make data-informed decisions. The integration of performance metrics and analytics not only aids in monitoring but also drives continuous improvement in IT service management.
Service desk and other IT managers can use dashboards and reports to monitor and track incident status and service levels.
Incident Overview
The dashboard provides a quick glance at the current state of open incidents. At the top, single score widgets enumerate the open incident statuses, such as critical incidents, unassigned incidents, and overdue incidents. Charts in the dashboard group incidents by factors such as priority and state. The incident overview is fully interactive and configurable.
Incident reports
Various incident reports are available in the base system, and you can modify the existing reports or create new ones. Navigate to and enter incident in the search box to view all incident reports. Base system reports include the following:
- Basic bar or pie chart reports, such as incidents by assignment group, location, priority, or state. These reports help you analyze a specific data point, for example, whether enough staff is allocated to an assignment group.
- Time series reports, such as Incident Trend by Configuration Item. This report lets you analyze closed incidents by configuration item (CI) to identify potential problems.
- Multidimensional reports, such as Incidents by Priority and State older than 30 Days. This report can help you identify gaps in service levels. For example, if a high number of low-priority incidents are still in New state after being open more than 30 days.
Incident metric definition
A metric measures and evaluates the effectiveness of IT service management processes. The service desk can improve the incident management process using information gathered within the platform. You can activate the Metric Definition plugin (com.glide.metrics) and define the metrics to monitor within the system. With these metrics, and the information within the database, it is possible to generate reports that can be added to dashboards or automatically generated and distributed.
Using this information, it is possible to refine automatic rules such as the assignment rules, service level agreements, or inactivity monitors to better suit the unique environment of the service desk. Unnecessary incidents can be avoided by encouraging users to consult the knowledge base before creating an incident. The related search results function in the Incident form assists with this strategy.
Complimentary Performance Analytics for Incident Management
Complimentary Performance Analytics for Incident Management and aggregates data over time, and is enabled by default for Incident Management. Complimentary Performance Analytics for Incident Management provides an Incident Management dashboard with 15 indicators to help you assess organizational performance. For more information, see Performance Analytics for Incident Management.
If you subscribe to Performance Analytics, additional Platform Analytics Solutions are available for Incident Management. The Platform Analytics Solution for Incident Management contains preconfigured dashboards.
A subscription to Performance Analytics also gives you access to In-form analytics. In-form analytics integrate performance insights into Incident records so that users can access important metrics in context and make better decisions. For more information, see Text-To-Display.