BMC Helix ITSM Problem Management Analysis dashboard

As a Service Desk Manager, you can use the Problem Management Analysis dashboard to view a count of all the problems, including the metrics about problems that are displayed in the dashboard.

The metrics displayed helps you to analyze and find areas to improve the service desk process, which may include:

  • Addressing the problem tickets that have high and critical priorities first
  • Implementing processes to keep the problem resolution time low
  • Comparing the problem resolution and workaround rates to improve process efficiency, and so on.

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

Example: View problems for the business service

Susan, a service desk manager accesses the Problem Management Analysis dashboard, views the metrics displayed in it, and takes the required action.

For example, the Major problems panel displays the count of problems with high and critical priorities. This count helps Susan to prioritize the work to address these high and critical problem tickets first.

To view the dashboard

  1. In the left navigation pane, hover over Dashboards and click Browse.
  2. Click the Helix ITSM folder and then click Problem Management Analysis.


    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 Problem Management Analysis dashboard

Most panels in this dashboard are self-explanatory with the exception of those explained in the following table:

Major problemsDisplays the count of problems with high and critical priorities.

Closed known errorsDisplays the count of closed known errors for the selected period. 

Problem with change requestsDisplays the number of problems with change requests associated with them. 

Problem resolution time (days)Displays the average problem resolution time for all the problems closed during the selected period.

Closed problem investigationsDisplays the count of closed problem investigations for the selected period.

Problems with workarounds implementedDisplays the count of problems with workarounds that were implemented in the selected period.

Problem resolution rate vs Workaround rateDisplays a bar chart comparing the problem resolution rate vs. the workaround rate by support group.

Problem submitting trendDisplays the number of problems logged for the selected date and time range.

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