BMC Helix ITSM KCS Effectiveness and Efficiency dashboard
By using the KCS Effectiveness and Efficiency dashboard, you can track the usage of your Knowledge-Centered Support (KCS) articles by using the following parameters:
- Number of incidents that were resolved and closed by using the KCS articles
- Number of times a KCS article was reused to resolve incidents
- Percentage of KCS articles used by support group to resolve incidents
- Statuses of KCS articles
- KCS articles that are created from incident tickets
For instructions on creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.
Example: KCS Effectiveness and Efficiency dashboard
Becky, the Knowledge Contributor, wants to assess if the knowledge articles are helpful or need improvement. For this, Becky accesses the KCS Effectiveness and Efficiency dashboard to know the percentage of incidents that were resolved or closed by using the KCS articles.
The following image shows the KCS Effectiveness and Efficiency dashboard with sample data:
For a list of icons and operations that are common across dashboards, see Orientation.
To view the dashboard
- On the left navigation pane, hover your mouse over the Dashboards icon
and click Manage. Click the Helix ITSM folder and then click KCS Effectiveness and Efficiency.
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 KCS Effectiveness and Efficiency dashboard
| Panels | Description | Examples |
|---|---|---|
| Dashboard filters | You can filter the data on the KCS Effectiveness and Efficiency dashboard by using the date and time range global filter. By default, the search result displays the data of last 30 days. |
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| Knowledge Efficiency | ||
| KCS Knowledge efficiency - Incident and Knowledge relationship | Displays the percentage of incident tickets that were closed by using the knowledge articles in a month of a year. The panel displays the data based on the relationship type of the article such as, Not Available, Related to, and Resolved by. |
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| KCS Knowledge efficiency - By support group | Displays the percentage of incident tickets that were closed by using the knowledge articles by different support groups, in a particular month and year. |
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| Article reuse | ||
| KCS : Article reuse | Displays the range of number of times an article was reused to resolve incident tickets. This range is displayed for different statuses of the KCS articles such as Draft, Work in Progress, Optional Review1, Optional Review2, SME Review, and Published. You can click the bar charts to view the article details. The article details are displayed in the Drill through -Article Details dashboard. Important You must upgrade Converged Platform to version 21.3.01 in order to view the Drill through - Article Details dashboard. |
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| Article reuse details | Displays the details of the KCS articles that were used to resolve incident tickets, such as KCS article ID, title, status, and so on. You can click the Article ID link to view the KCS article. The article opens in the Smart IT console. |
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| Knowledge - Participation, Status and Incident relation | ||
| KCS : Knowledge participation | Displays the percentage of incident tickets closed by using the knowledge articles by an incident resolver, in a particular month of a year. You can click % of Incidents closed by resolver with Knowledge Article to view the details of tickets closed by a particular incident resolver. The incident ticket opens in the Smart IT console. |
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| KCS : Knowledge status | Displays the status details of the KCS articles such as KCS article ID, title, status, days in status, author, and so on. You can click the Article ID link to view the KCS article. The article opens in the Smart IT console. |
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| KCS : Knowledge created from Incident | Displays the details of KCS articles created from incident tickets. You can click the Article ID link to view the KCS article. The article opens in the Smart IT console. |
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