BMC Helix ITSM Incident SLA Performance dashboard

As a dashboard user, you can use the Incident SLA Performance dashboard to track the performance of Incident response and resolution SLAs and check whether the target SLAs are met or missed.

The Incident SLA Dashboard has the following two sections:

  • Incident Response SLA Performance 
  • Incident Resolution SLA Performance

You can expand or collapse each section to get the metrics of incident response or resolution SLAs.


For instructions on creating or editing dashboards, see Configuring-dashboards-with-additional-customizations. For information about dashboard concepts, see Creating-and-customizing-dashboards.

Related topic

Incident Management predefined reports

Out-of-the-box BMC Service Desk Incident Management reports and dashboards

Example: Incident SLA Performance dashboard

Alex, the Service Level Manager, wants to know the performance of Response SLAs of critical incidents. For this, Alex can access the Incident SLA Dashboard to get the percentage of missed and met Response SLAs of critical incidents.

The following image shows the Incident SLA Dashboard with sample data:

IncidentSLAPerformanceDashboard-Latest.png

For a list of icons and operations that are common across dashboards, see BMC-Helix-Dashboards-overview.

To view the dashboard

  1. From the navigation menu menu_icon.png, click Dashboards.

  2. Click the Helix ITSM folder and then click Incident SLA Performance.

    Tip: Quick access from the home page

    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 Incident SLA Performance Dashboard

Panels

Description

Example

Dashboard filters

Displays the filters to view the information on the dashboard. You can filter data on the Incident SLA Performance dashboard by using the following filters:

  • Assigned Support Company
  • Assigned Support Organization
  • Assigned Group

Additionally, you can filter the data by using the date and time range global filter. By default, the search result displays the data of last 30 days.

IncidentSLAPerformanceDashboardFilterLatest.png

Incident Response SLA performance

Response SLA performance by Incident Priority

Displays the percentage of Response SLAs that are met or missed for each priority of incident tickets, such as Critical, High, Medium, and Low.

IncidentSLAPerformanceDashboardPanel1Latest.png

Response SLA performance by Incident Priority and Service Target

Displays the count of response service targets that were met or missed, for each priority of incident tickets. The panel displays the data for the following parameters:

  • Priority
  • Service Target Title
  • Measurement_Status

You can click the total numbers to view the incident SLA details. The incident SLA details are displayed in the Incident SLA Details - Drill-through dashboard.

IncidentSLAPerformanceDashboardPanel2Latest.png

Incident Resolution SLA performance

Resolution SLA performance by Incident Priority

Displays the percentage of Resolution SLAs that are met or missed for each priority of incident tickets, such as Critical, High, Medium, and Low.

IncidentSLAPerformanceDashboardPanel3Latest.png

Resolution SLA performance by Incident Priority and Service Target

Displays the count of resolution service targets that were met or missed, for each priority of incident tickets. The panel displays the data for the following parameters:

  • Priority
  • ServiceTarget_Title
  • Measurement_Status

You can click the total numbers to view the incident SLA details. The incident SLA details are displayed in the Incident SLA Details - Drill-through dashboard.

IncidentSLAPerformanceDashboardPanel4Latest.png

 

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