IT Executive dashboard
Summarize
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 IT Executive Dashboard
The IT Executive Dashboard provides IT executives with a high-level view of critical metrics across IT Service Management (ITSM). It is designed to present essential performance indicators that help in monitoring and improving IT service delivery.
Show less
Key Features
- Performance Indicators: The dashboard includes various metrics such as the percentage of new critical incidents and problems, open incidents not updated in the last five days, and overdue requested items.
- Incident Management: Key metrics track the number of new incidents and problems, average resolution times, and costs associated with resolved incidents, allowing for effective incident management.
- Customer Satisfaction: The dashboard calculates the average overall customer satisfaction score based on survey results, offering insights into service quality.
- Active SLAs: It monitors active breached SLAs and provides data on the average age of open incidents, helping to maintain service level agreements.
Key Outcomes
By utilizing the IT Executive Dashboard, IT executives can quickly assess the health of IT services, identify areas needing improvement, and make data-informed decisions to enhance service delivery. The metrics help ensure that incidents are managed efficiently, customer satisfaction is prioritized, and performance against SLAs is monitored effectively.
See a high-level view across all of ITSM.
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)