Major incident overview (dashboard)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Major Incident Overview (Dashboard)

    The Major Incident Overview module offers two versions of the Performance Analytics (PA) Dashboard, enabling users to quickly review major incident information. Access is granted to users with itil, snincidentwrite, majorincidentmanager, or communicationmanager roles. To utilize the normal dashboard, the Incident Management - Major Incident Management plugin must be activated, while the premium dashboard requires activation of the Performance Analytics – Content Pack for Major Incident Management.

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    Key Features

    • Dashboard Controls: Options to create, duplicate, delete, or share dashboards, along with favorites and filter resets.
    • Dashboard Overview: Access to recently viewed, owned, or shared dashboards, with an option to create new ones.
    • Widget Management: Ability to add, drag, and resize widgets on the dashboard.
    • Sharing Options: Specify groups, users, and roles for dashboard access.
    • Configuration Pane: Customize layout and modify widget arrangement.
    • Tabs for Major Incidents:
      • Nearing Breach
      • Overdue
      • Unassigned
      • Open
      • Opened Today
      • Resolved Today
      • Grouped Views
      • By Priority and State
      • Opened and Closed per Week
    • Premium Dashboard Functions:
      • Process KPIs: Insights on active and resolved major incidents, average resolution time, and incident trends.
      • Interactive Filters: Filter incidents by category, priority, assignment group, and state.

    Key Outcomes

    By utilizing the Major Incident Overview dashboards, ServiceNow customers can efficiently monitor and manage major incidents, ensuring timely responses and resolutions. The dashboards enable proactive incident management, helping teams to prioritize and address incidents based on real-time data and metrics.

    Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.

    Users with itil, sn_incident_write, major_incident_manager or communication_manager role can access the dashboard.

    The two versions of the Performance Analytics (PA) Dashboard are normal and premium. You must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) to view the normal dashboard. To access the premium version of Major Incident Overview dashboard, activate Performance Analytics – Content Pack for Major Incident Management (com.snc.pa.incident.mim).

    You can navigate to the dashboard in the following ways:
    • Incident > Major Incidents > Overview
    • Self – Service > Dashboard > Major Incident Overview

    Major incident overview

    Figure 1. Major Incident Overview dashboard
    major incident overview

    Major Incident Overview module provides information on the following content:

    # UI component Description
    1 Dashboard controls Provides options to create, duplicate, or delete a dashboard. You can copy the dashboard URL or duplicate the dashboard. In addition, you can add the dashboard in your favorite list, create a tab, or reset filters in the dashboard.
    2 Dashboard overview Takes you to the UI page where you view the recently accessed dashboard, dashboards owned or shared by you, or all the dashboards in the system. To create a new dashboard, click New.
    3 Dashboard choice list Provides options to select between different dashboards in the system.
    4 Add widgets Provides option to add widgets. You can drag to move or resize the widget on the dashboard.
    5 Sharing Provides option to specify groups, users, and roles for the dashboard.
    6 Configuration Provides the configuration pane to select a layout to snap the widgets against or to modify a layout as required.
    7 Tabs
    • Major Incidents Nearing Breach: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has reached 75% of the allotted time.
    • Major Incidents Overdue: Number of active major incidents where the Major incident state is Accepted and the response or resolution SLA has breached.
    • Unassigned Major Incidents: Number of active major incidents where Assigned to is empty.
    • Open Major Incidents: Major incidents which are open and has major incident state as Accepted.
    • Major Incidents Opened Today: Major incident state is Accepted and the major incident is created on the current day.
      Note:
      Major incidents opened for that day includes both active and inactive incidents.
    • Major Incidents Resolved Today: Major incidents that are resolved on the current day and have the state as Resolved.
    • Open Major Incidents – Grouped: You can filter these incidents based on Group by and Stacked by.
    • Open Major Incidents Older Than 7 Days – Grouped: You can filter these incidents based on Group by and Stacked by.
    • Major Incidents by Priority and State
    • Major Incidents by Priority and State Older than 7 Days
    • Major Incidents Opened per Week
    • Major Incidents Closed per Week

    Major Incident Overview – Premium

    Major Incident Overview – Premium provides the following additional functions:
    • Process KPIs: Provides information on Active Major Incidents, Number of resolved major incidents, Average resolution time of Major Incidents, and New Major Incidents Vs Resolved.
    • Interactive filters: Helps to filter incidents based on category, priority, assignment group, and state.
    Figure 2. Major Incident Overview – Premium dashboard
    Major incident overview - premium