BMC Helix ITSM Service and Operations dashboard

The Service and Operations dashboard shows metrics of the events and open incidents. You can filter the incidents and events data in the dashboard. For example, you can set filters to show the metrics of incidents and events of a specific company or support group in the dashboard. You can also specify a time range to display data of that time interval in the dashboard. By default, the dashboard displays data for the last 3 hours.  

You can use the metrics to analyze the workload, prioritize the work, and take appropriate actions to ensure the SLA is met.

For example, you can view the number of major incidents of each support group that are not updated for the last 15 minutes and take appropriate actions to make sure the SLA is met.

Example: View 10 operational categories and support groups with the most open incidents

Susan, a service desk manager, wants to view 10 operational categories and support groups with the most open incidents.

She uses this information to identify the areas with a high rate of open incidents. She investigates the reason for the high rate of open incidents, prioritizes the work, and takes appropriate actions to make sure the SLA is met. 

To view the Service and Operations dashboard

  1. From the navigation menumenu_icon.png, click Dashboards.
  2. Click the Service Dashboards folder and then click Services and Operations.

Tip

To quickly open the dashboard from the Home page, mark the dashboard 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.

Service and Operations Dashboard.png

Panels in the Service and Operations dashboard

The following table describes the panels in the Service and Operations dashboard:

Panels

Description

Example

Dashboard filters

You can use the following filters to filter the data in the dashboard:

  • Company: To filter incidents by company.
  • Status: To filter incidents by their status.
  • Assigned Group: To filter incidents by their assigned support group.
  • Categorization Tier 1: To filter incidents by their operational category.
  • Priority: To filter incidents by their priority.
  • Class (Select for Event Data): To filter the event data by the event class.

The dashboard displays data according to the filters you apply.

Additionally, you can select a time range to display data of that time interval in the dashboard. By default, the dashboard displays data for the last 3 hours.

Filters.png

Time_filter.png

Incident submitted - last one hour 

Displays the number of incidents created in the past one hour.

IncidentsSubmittedLast1Hour.png

Planned incidents

Displays the number of open incidents with Status as Pending and Status Reason as Planning, regardless of the time range you select for the dashboard.

PlannedIncidents.png

Overdue

Displays the number of open incidents with Service Target status as Service Target Warning.

Overdue.png

All open

Displays the number of open incidents, regardless of the time range you select for the dashboard.

All_Open.png

Avg. incident re-assignment 

Displays the average number of times the open incidents are reassigned amongst support groups.

Avg_Incident_Reassignment.png

SLA breached

Displays the percentage of open incidents that have breached the service target.

SLA_Breached.png

Avg open incidents age

Displays the average age of the open incidents.

Avg_Open_IncidentAge.png

Incidents submitted last 30 minutes

Displays a pie chart representing the percentage of incidents created by each support group in the last 30 minutes.

The panel also displays legends showing the number and percentage of incidents created by each support group in the last 30 minutes.

To include or exclude incidents created by a specific support group from the pie chart, click the legend representing the support group.

IncidentsSubmittedInLast30Mins.png

Major incidents - not updated in 15 Min

Displays a pie chart representing the number of major open incidents of each support group that are not updated in the last 15 minutes.

The panel also displays legends showing the name of each support group.

To include or exclude major incidents of a specific support group from the pie chart, click the legend representing the support group.

MajorIncident_NotUpdatedIn15Mins.png

Top 10 operation category-Open Incidents

Displays a bar chart representing 10 operational categories with the most open incidents, regardless of the time range you select for the dashboard. 

Top10OpenIncidentsByCategory.png

Top 10 support groups with most open incidents

Displays a bar chart representing 10 support groups with the most open incidents, regardless of the time range you select for the dashboard.

Top10OpenIncidentsByGroups.png

Events Vs Incidents

Displays a trend chart representing the number of open incidents versus the critical, major, minor, and closed events. The trend chart is according to the time range you select for the dashboard.

EventsVsIncidents.png

Open events

Displays the number of open events between the time range you select for the dashboard.

OpenEvents.png

Closed events

Displays the number of closed events between the time range you select for the dashboard.

ClosedEvents.png

 

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