Legacy: IT Executive dashboard

See a high-level view across all of ITSM.

IT executives can use the ITSM Success Dashboards to view the metrics for ITSM.

End user and roles

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)

Parent Topic:Legacy: Performance Analytics ITSM Dashboards