Event to Incident Correlation reports

Escalated Incident

This report displays the percentage of events that are escalated within the support organization. The data is presented by severity and location. Escalated incidents are those events that are closed by anyone other than Level 1 Support and where the Escalated flag is set to Yes.

This report can be used by IT Operations managers to identify areas that generate more escalated incidents and therefore require a closer look to find out the reasons for this high volume.

Event To Incident

This report displays the percent of events that became incidents. The data is presented by service and location. 

This report can be used by IT Operations managers to track the rate of escalation in terms of events that require manual handling through the support process.

Scorecard Summary

The report is a summary health report indicating event-related metrics for the last 24 hours. The data is presented for events and incidents associated with them.

This report can be used by IT Operations managers and executives to provide a single snapshot of the services health from the events perspective. Executives can compare the current rates to the average rates over the last 30 days and check if there is an abnormal rate that requires the special attention.