BMC Helix ITSM Problem Aged Backlog Analysis dashboard
The Problem Aged Backlog Analysis dashboard shows metrics of the open problem investigations based on their age. You can filter the open problem investigations in the dashboard. For example, you can set filters to show metrics of the open problem investigations of a specific company or support group in the dashboard.
You can use the metrics to identify areas for improvement in service desk processes and to take the necessary actions to resolve the backlog of problem investigations, keeping the service desk KPIs on track.
Example: View metrics of problem investigations backlog for each support group
Susan, a service desk manager, wants to view the metrics of problem investigations backlog for each support group.
She uses this information to identify areas for improvement in the service desk processes and to take the necessary actions to resolve the backlog of problem investigations.
To view the Problem Aged Backlog Analysis dashboard
- From the navigation menu
, click Dashboards. - Click the Helix ITSM folder and then click Problem Aged Backlog Analysis.
Panels in the Problem Aged Backlog Analysis dashboard
The following table describes the panels in the Problem Aged Backlog Analysis dashboard:
Panels | Description | Example |
|---|---|---|
Dashboard filters | You can use the following filters to filter data in the dashboard:
The dashboard displays data according to the filters you apply. |
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Total Open Problems | Displays the total number of open problem investigations. |
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Average Problem Age | Displays the average age of the open problem investigations. The average age is calculated based on the date on which the problem investigations are created. |
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0 - 5 days | Displays the number of problem investigations open for the last zero to 5 days. |
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6 - 15 days | Displays the number of problem investigations open for the last 6 to 15 days. |
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16 - 30 days | Displays the number of problem investigations open for the last 16 to 30 days. |
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More than 30 days | Displays the number of problem investigations open for more than 30 days. |
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Open Problems Aging by Priority | Displays a stacked bar chart representing the number of open problem investigations grouped according to their age and stacked according to their priority. To include or exclude problem investigations with a specific priority from the bar chart, click the legend representing the priority. |
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Target Status | Displays the number of open problem investigations based on their resolution target date out of the total open problem investigations. The following categories are shown:
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Open Problems Aging by Assigned Group | Displays the number of open problem investigations by their age and assigned support group. The columns representing the age bracket display the number and percentage of open problem investigations in that age bracket for a support group out of the total open problem investigations of that support group. |
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