Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.
End user and roles
End user and goal
Required role
IT Manager - Needs to track the progress of their group in resolving incidents, problems, and requests
pa_viewer is required to see lists of indicators
Indicators
% Closed Requests with Breached SLA
The results of the formula ([[Number of Closed Requests with Breached SLAs]]/[[Number of closed requests]]) * 100
% of incidents resolved by first assigned group
The results of the formula ( [[Number of resolved incidents by first assigned group]] / [[Number of resolved incidents]] ) * 100
% of open incidents missed SLA
The percentage of open incidents that did not meet the SLA, as calculated by the formula [[Number of incidents missed SLA]] / [[Number of open incidents]] * 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 incidents with problem
The result of the formula [[Number of open incidents with problem]] / [[Number of open incidents]] * 100
% of open problems not updated in last 30 days
The result of the formula ( [[Number of open problems not updated in last 30 days]] / [[Number of open problems]] ) * 100
% of open problems with at least one incident
The result of the formula [[Number of open problems with at least one open incident]] / [[Number of open problems]] * 100
% open and overdue incidents
The result of the formula ( [[Number of open and overdue incidents]] / [[Number of open incidents that should be resolved in time]] ) * 100
% Resolved Incidents with Breached SLA
The result of the formula ([[Number of Resolved Incidents with Breached SLAs]]/[[Number of resolved incidents]]) * 100
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 of open problems
The result, in days, of the formula [[Summed age of open problems]] / [[Number of open problems]] / 24
Average age of open requests
The result, in days, of the formula [[Summed age of open requests]] / [[Number of open requests]] / 24
Average age open incidents
The result, in days, of the formula [[Summed age of open incidents]] / [[Number of open incidents]] / 24
Average close time of requests
The result, in days, of the formula [[Summed duration of closed requests]] / [[Number of closed requests]] / 24
Average Cost per Incident
The result of the formula [[Cost of Incidents Resolved]]/[[Number of resolved incidents]], when the number of resolved incidents is more than zero.
Average Cost per Request
The result of the formula [[Cost of Requests Completed]]/[[Number of completed requests]], when the number of completed requests is more than zero.
Average Cost per Request - Weekly
The result of the formula [[Cost of Requests Completed / By week SUM +]]/[[Number of completed requests / By week SUM +]]. In other words, the weekly sum of the cost of completed requests, including
partial weeks, divided by the weekly sum of completed requests, including partial weeks.
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 reassignments of open and overdue incidents
The result of the formula [[Summed reassignments of open and overdue incidents]] / [[Number of open and overdue incidents]]
Average resolution time of resolved incidents
The result of the formula [[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24
Closed workload
The result of the formula [[Number of closed incidents]] + [[Number of closed problems]] + [[Number of closed requests]]
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]]
New workload
The result of the formula [[Number of new incidents]] + [[Number of new problems]] + [[Number of new requests]]
Number of closed complete requests
Number of requests closed today as complete (State = Complete)
Number of closed incidents
The number of incidents closed today
Number of closed problems
The number of probems closed today
Number of closed requests
The number of requests closed today
Number of Closed Requests with Breached SLAs
Count Distinct of SLA tasks [task_sla] with a task type of Request, Has breached = true, Stage != Cancelled, and closed today
Number of new incidents
The number of incidents opened today
Number of new problems
The number of incidents opened today
Number of new requests
The number of incidents opened today
Number of open changes planned in the next 7d
The number of Change Request [change_request] records opened today with a Planned Start date between today and the end of next week
Number of open incident unassigned
The number of open incidents not assigned to anyone
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 and overdue incidents
The number of open incidents related to an SLA task that is not in the Cancelled stage (task_sla.stage) and has an actual elapsed percentage greater than 100% (task_sla.percentage).
Number of open incidents that should be resolved in time
The count distinct of open incidents associated with an SLA task [task_sla] that is not in the Cancelled stage.
Number of open incidents with problem
The number of open incidents with a value in the Problem field
Number of open problems
The number of problems opened on or before today and not yet closed.
Number of open problems not updated in last 30 days
Number of open problems with an Updated date of more than 30 days ago
Number of open problems with at least one open incident
The count distinct of open incidents where the Problem Active field value is true.
Number of open requests
Number of requests opened on or before today and not yet closed
Number of requests closed after due date
Number of requests that are closed after request due date (sc_request.closed_at > sc_request.due_date)
Number of resolved incidents
Number of incidents with a value in the Resolved date field
Number of resolved incidents by first assigned group
Number of incidents that were resolved by the first group assigned to them
Open workload
The result of the formula [[Number of open incidents]] + [[Number of open problems]] + [[Number of open requests]]
Predicted Average Cost of Open Incidents
The result of the formula [[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]] * [[Number of open incidents]]
Predicted Average Cost of Open Requests
The result of the formula [[Cost of Requests Completed / By week SUM +]]/[[Number of requests completed / By week SUM +]] * [[Number of open requests]]
Workload backlog growth
The result of the formula [[New workload]] - [[Closed workload]]
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.
Cost of Requests Completed
The daily sum of the Value field of sc_request_metric records where the Definition field value is Request 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
The count of active SLA tasks on task_sla with a breach time before today
Number of incidents missed SLA
The number of records on the incident_sla table created on or before today, not yet closed, and that have breached SLA
Number of open incidents with problem
The count of open incidents with a Problem referenced in the Problem field.
Number of Resolved Incidents with Breached SLAs
Number of Incident-type SLA tasks that are not cancelled, that were resolved today, and where Has Breached is true
Summed age of open incidents
The sum of hours between the time an incident was opened and now
Summed age of open problems
The sum of hours between the time a problem was opened and now
Summed age of open requests
The sum of hours between the time a request was opened and now
Summed duration of closed requests
The sum of hours between the time a request was opened and the time it was closed
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 and overdue incidents
The summed reassignment count of all open Incident SLAs
Breakdowns
Age (Request, Incident, Problem, and Change)
Assignment Group
Category (Incident, Change)
Contact Type (Incident, Request)
Location
Priority (Request, Incident, Problem, and Change)
Risk (Change)
SLA
SLA Definition
State (Change, Request, Problem)
Define fixed costs for IT Manager dashboard
Define generic industry-based fixed costs to analyze impact by channel using the IT
Manager dashboard in ITSM Performance Analytics Solutions.
Before you begin
Role required: admin
About this task
Use the fixed cost model to analyze the cost for incidents and requests across
channels (email, phone, self-service, walk-up, virtual agent) for cost management.
For example, view current costs per channel and verify whether costs are reduced
over time after implementing a solution.
Cost definitions are stored in the Fixed Cost Definitions [fixed_cost_definitions]
table.Figure 1. IT Manager Fixed Costs
Table 1. Incident and request KPIs
Area
KPI
Volume
Total number of incidents
Total number of requests
FCR
Number of incidents resolved on first assignment
Number of requests resolved on first assignment
MTTR
Average time to resolve an incident
Average time to resolve a request
SLA
% of incidents that breached SLAs
% of requests that breached SLAs
CSAT
Average customer satisfaction score
Cost
Average cost to resolve an incident
Average cost to resolve a service request
Breakdown:
Assignment group
Agent
Skill
Procedure
Navigate to All > Fixed Costs > Define Fixed Cost (see table for field descriptions).
Table 2. Fixed Cost Definitions form
Field
Description
Short Description
Description of the cost.
Table
Table that contains the field for the fixed cost
condition.
Filter
Condition for the fixed cost definition, if
applicable.
Cost Value
Currency type and fixed cost value.
Category
Category of the fixed cost.
Total Fully Loaded Cost
Per Hour Cost
Source of the Cost
Source of the fixed cost.
HDI
ServiceNow
Manual
Active
Check box to activate the fixed cost definition. Clear
the check box to disable.
