BMC Helix ITSM Incident Aged Backlog Analysis dashboard
As a Service Desk Manager, you can use the Incident Aged Backlog Analysis dashboard to view metrics of all open incidents based on the following categories:
- Incidents that are open for 0-5 days, 6-15 days, 16-30 days, or more than 30 days
- Number of incidents based on their SLA status
- Bar chart representation of the number of incidents based on their priority
Though this dashboard is similar to BMC-Helix-ITSM-Aging-Incident-Analysis-dashboard, we can view some important metrics of the open aging incidents based on their SLA status here. By keeping a track of these metrics, you can identify areas of improvement for service desk processes and take necessary actions on backlog aged incidents to resolve them. These actions keep the Service Desk KPIs on track.
Example: View metrics of all open aging incidents based on their SLA status and priority
Susan, the Service Desk Manager, wants to view the backlog of all the incidents that are open based on aging days, SLA status, and priority. Susan can access the Incident Aged Backlog Analysis dashboard to view and manage these aging incident backlogs by directly cross-launching to the incidents page with filtered data. She can and also print the data by using the print option.
By keeping track of these metrics, Susan takes the necessary action to clear the backlog incidents that could affect the Service Desk KPIs.
To view the dashboard
- From the navigation menu
, click Dashboards. Click the Helix ITSM folder and then click Incident Aged Backlog Analysis.
Panels in the Incident Aged Backlog Analysis dashboard
Panel | Description | Example | |
|---|---|---|---|
Dashboard filters | Displays the filters to control the information on the dashboard. You can filter the data on the Aging Incident Analysis dashboard by Company, Assigned Group, and Impact. |
| |
Total open incidents | Displays the total number of open incidents. |
| |
Average age of incidents (days) | Displays the average age of all incidents in days which is calculated based on incident submit date. |
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0 - 5 days | Displays the number of aging incidents by days. |
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6 - 15 days | |||
16 - 30 days | |||
More than 30 days | |||
Aged Incidents SLA Status | Already Missed | Displays the number of incidents that have missed the SLA, and the % of the total number of incidents that have an SLA breach. |
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Close to Target | Displays the number of incidents that are close approaching the SLA target, and the % of the total number of incidents that are approaching the SLA target. | ||
Ongoing | Displays the number of incidents that are ongoing and withing the SLA target. The % of the total number of incidents that are ongoing is also shown. | ||
Stopped Clock | Displays the number of incidents that have a valid SLA, but the SLA clock is paused. The % of the total number of incidents that have an SLA clock paused also shown. | ||
Open incident aging by priority | Displays the graphical representation of incident count by priority as well as aging buckets. |
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Current resolution status by assigned group | Displays the aging incidents with their current resolution status by their assigned groups. |
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Open incident aging by assigned group | Displays the aging incidents by assigned groups. |
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