BMC Helix ITSM Incident SLA Performance dashboard

As a dashboard user, you can use the Incident SLA Performance dashboard to track the performance of Incident response and resolution SLAs and check whether the target SLAs are met or missed.

The Incident SLA Dashboard has the following two sections:

• Incident Response SLA Performance 
• Incident Resolution SLA Performance

You can expand or collapse each section to get the metrics of incident response or resolution SLAs.

For instructions on creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.

Example: Incident SLA Performance dashboard

Alex, the Service Level Manager, wants to know the performance of Response SLAs of critical incidents. For this, Alex can access the Incident SLA Dashboard to get the percentage of missed and met Response SLAs of critical incidents.

The following image shows the Incident SLA Dashboard with sample data:

For a list of icons and operations that are common across dashboards, see Orientation.

To view the dashboard

1. On the left navigation pane, hover your mouse over the Dashboards icon and click Manage.

2. Click the Helix ITSM folder and then click Incident SLA Performance.

   Tip: Quick access from the home page

   To quickly open the dashboard from the home page, mark it as a favorite by using the star icon. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.
   

Panels in the Incident SLA Performance Dashboard