BMC Helix ITSM Problem Management Summary dashboard
As a Problem Manager, use the Problem Management Summary dashboard to analyze the summarized metrics of problems logged in your organization.
The following metrics are displayed in the Problem Management Summary dashboard:
- Problem Status and Service Summary
- Problems by Impact
- Problems by Root Cause
- Problem Submitting Trend
- Problem Breakdown
By using the Problem Management Summary dashboard, a Problem Manager gets a summarized view of metrics of all the problem tickets logged and take the appropriate actions to resolve them.
Example: Analyze and view the summarized metrics of problem tickets
Colin, a Problem Manager, wants to view and analyze all the problem ticket metrics, so he opens the Problem Management Summary dashboard.
From the data displayed in the Problem Management Summary dashboard, Colin takes necessary action to resolve the problem tickets, view the top 10 support groups and services with the most number of problems, view the problem impacts, and analyze the problem resolution rates versus workaround rates. Colin also analyzes the problem submitting trend, so that she can keep track of all the submitted problem tickets.
Based on these summarized problem metrics, Colin can keep a track of problem tickets, and prioritize their resolutions accordingly.
To view the dashboard
- From the navigation menu
, click Dashboards. Click the Helix ITSM folder and then click Problem Management Summary.
Panels in the Problem Management Summary dashboard
Panel | Description | Example |
|---|---|---|
Dashboard filters | Displays the filters to view the information on the dashboard. |
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Problem Status and Service Summary | Displays the current status of problems based on services. |
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Problems by Impact | Displays the problems based on their impact. |
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Problems by Root Cause | Displays the problems based on their root cause. |
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Problem Submitting Trend | Displays the trend of the number of problems submitted over a period of time. |
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Problem Breakdown | Displays the number of problems assigned to each support company based on the status and priority. Click the number in the table to view to the detailed report of the respective problems in the All Problem Details Report. |
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