BMC Helix ITSM Closed Incidents Metrics dashboard

As a Service Desk Manager, you can use the Closed Incidents Metrics dashboard to view the following KPIs of closed incidents:

  • Average time taken to close incidents
  • Average time between system failures
  • Percentage of Major incidents that were closed
  • Number of closed incidents that meet the service level targets
  • Average time taken to acknowledge the incidents
  • Number of Incidents caused by change requests
  • Percentage of re-opened incidents
  • Average time between system failures grouped by date
  • Average time taken to close incidents grouped by date
  • Average time taken to acknowledge the incidents grouped by date
  • Average number of incidents caused by change requests
Closed incidents can have one of the following statuses:

  • Closed
  • Resolved

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

Example: Incident resolution performance by Support groups

Susan, the Service Desk Manager, wants to see the performance of the support groups in the organization. For this, Susan can access the Closed Incidents Metrics dashboard to get the average time taken by the support groups to resolve incidents.


To view the dashboard

  1. From the navigation menu , click Dashboards.
  2. Click the Helix ITSM folder and then click Closed Incident Metrics.

    Tip

    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 Closed Incident Metrics dashboard

PanelsDescriptionExample
Dashboard filtersDisplays the filters to view the information on the dashboard. You can filter the data on the Closed Incidents Metrics dashboard by Company, by Service, and for a specified period. By default the duration is set to 30 days. The specified period filter applies to Incident Closed Date.

MTTR (in days)

Displays the average time taken to close incidents.

MTBFDisplays the average time between system failures.

Major Incidents

(Applicable to Helix ITSM 21.3 or later) Displays the ratio of closed major incidents to all closed incidents in percentages.

Note: If you are using Helix ITSM version 21.2 or earlier, an error is displayed in the panel.

SLA Met Incidents (%)Displays the number of closed incidents that met the service targets.

Mean time to acknowledge (in hrs)Displays the average time taken to respond to incidents.

Incidents caused by Change RequestsDisplays the number of incidents caused by change requests.

Re-open Incidents (%)

Displays the ratio of re-opened incidents to all closed incidents in percentages.

MTTR TrendDisplays the average time taken to close incidents grouped by days.

MTBF Trend

Displays the average time between system failures, grouped by days.

Click on the Date Range legend to hide or view the average time between system failures for a specific date.

Mean time to acknowledge trendDisplays the average time taken to respond to incidents, grouped by days.

Incidents caused by Change RequestsDisplays the number of incidents caused by change requests, grouped by days.

MTTR by support groupsDisplays the average time taken to close the incidents, grouped by support groups.

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