BMC Helix ITSM Aging Incident Analysis dashboard
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Creating-and-customizing-dashboards
Configuring-dashboards-with-additional-customizations
The BMC Helix ITSM Aging Incident Analysis dashboard provides service desk managers and IT leaders with actionable insights into unresolved incidents, enabling proactive management, improving operational efficiency, and enhancing service quality.
The dashboard provides the following benefits:
- Enhanced incident visibility: Segments incidents by aging brackets, helping managers spot backlog trends and prevent SLA breaches.
- Operational bottleneck detection: Highlights inefficiencies in routing and ownership through reassignment metrics for data-driven fixes.
- Support group accountability: Categorizes incidents by support group to balance workloads and optimize resources.
- Prioritization and risk management: Displays incidents by priority and age to facilitate the timely resolution of critical issues.
- Continuous improvement: Enables trend analysis to measure process effectiveness and drive ongoing service enhancements.
Example: View incidents open for more than 30 days
Susan, the Service Desk Manager, wants to view all the incidents that are open for more than 30 days and are assigned to the HR support group. Susan can access the Aging Incident Analysis dashboard to view the count of incidents that are open for more than 30 days and are categorized by support groups.
To view the dashboard
- From the navigation menu , click Dashboards.
Click the Helix ITSM folder and then click Aging Incident Analysis.
Panels in the Aging Incident Analysis dashboard
Panel | Description | Example |
|---|---|---|
Dashboard filters | Displays the filters to view the information on the dashboard. You can filter the data on the Aging Incident Analysis dashboard by Company, Assigned Group, and Priority. |
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Open Incidents > 7 days and <= 14 days | Displays incidents that are open for more than 7 days and less than or equal to 14 days. |
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Open Incidents > 14 days and <= 30 days | Displays incidents that are open for more than 14 days and less than or equal to 30 days. |
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Open Incidents > 30 days | Displays incidents that are open for more than 30 days. | |
Avg Incident Re-assignment | Displays the average number of times that an open incident is reassigned. |
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Open Incidents by Assigned Group (> 7 days and <= 14 days) | Displays incidents that are open for more than 7 days and less than or equal to 14 days categorized by assigned group. Click on the assigned group legend to hide or view the open incidents for the assigned group. |
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Open Incidents by Assigned group (> 14 days and <= 30 days) | Displays incidents that are open for more than 14 days and less than or equal to 30 days categorized by assigned group. Click on the assigned group legend to hide or view the open incidents for the assigned group. |
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Open Incidents by Assigned Group (> 30 days) | Displays incidents that are open for more than 30 days categorized by assigned group. Click on the assigned group legend to hide or view the open incidents for the assigned group. |
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Average Re-assignments of incidents | Displays the average number of times that an open incident is reassigned categorized by number of days open. |
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Count of Open Incidents by Aging and Priority | Displays the number of incidents categorized by Priority and number of days open. |
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