Service Collaborator Value Dashboard in BMC Helix ITSM
The Service Collaborator Value dashboard compares key incident metrics, including resolution rates, MTTR, SLA breaches, response times, and usage trends between incidents with and without Service Collaborator. The comparative metrics highlight the value Service Collaborator delivers in incident management.
You can use filters to view the metrics for a specific company, support group, and date range.
To view the Service Collaborator Value dashboard
- Log in to BMC Helix Dashboards.
- Expand the left navigation pane, and click Dashboards.
- Search for the HelixGPT folder and click it.
- Click Service Collaborator Value Dashboard.
- Select a time range for data.
The dashboard displays data for the last 30 days.
The following figure shows a sample of the Service Collaborator Value Dashboard:
For a list of icons and operations that are common across dashboards, see BMC-Helix-Dashboards-overview.
Service Collaborator Value Dashboard in BMC Helix ITSM filters
Use the following filters to adjust the incident KPIs and the table based on your requirements:
- Company—Filter the metrics by a company.
- Support—Filter the metrics by a support group.
- Date range—Filter the metrics by a date range.
Panels in the Service Collaborator Value Dashboard in BMC Helix ITSM
The following table describes the panels in the Service Collaborator Value dashboard:
| Panels | Description | Example |
|---|---|---|
| Total Incidents | Displays the total number of incidents for the selected company that have been resolved by the selected support group.
|  |
| # of Incidents with vs. without Service Collaborator | Compares the percentage and the number of incidents resolved by the support group with and without Service Collaborator enabled. Hover over the cursor on the pie chart to view the count of incidents. |  |
| Service Collaborator Skills usage | Displays the percentage of the Service Collaborator use cases enabled in the organization. |  |
| MTTR | ||
| MTTR with Service Collaborator (Hrs) | Displays the time taken (in hours) between incident creation and its resolution when Service Collaborator is enabled. MTTR = (Time elapsed between incident creation and closure) - (Time taken to get a response from the end user) |  |
| MTTR without Service Collaborator (Hrs) | Displays the time taken (in hours) between incident creation and its resolution when Service Collaborator is not enabled. MTTR = (Time elapsed between incident creation and closure) - (Time taken to get a response from the end user) |  |
| MTTR Trend (Hrs) | Displays a trend graph comparing the average incident resolution time (in hours) with and without Service Collaborator enabled. Hover over the cursor on the graph to view the MTTR count. |  |
| # of Incidents with SLA Breached | ||
| SLA Breached Count with Service Collaborator | Displays the count of breached SLAs when Service Collaborator is enabled. |  |
| SLA Breached Count without Service Collaborator | Displays the count of breached SLAs when Service Collaborator is not enabled. |  |
| SLA Breached Trend (Hrs) | Displays a trend graph comparing the breached SLAs (in hours) with and without Service Collaborator enabled. Hover over the cursor on the graph to view the breached count. |  |
| Average Response Time | ||
| Average Response Time with Service Collaborator | Displays the average response time (in hours) for incidents when Service Collaborator is enabled. Average Response time = Time elapsed between incident creation and first response on the incident) / (Number of incidents) |  |
| Average Response Time without Service Collaborator | Displays the average response time (in hours) for incidents when Service Collaborator is not enabled. Average Response time = Time elapsed between incident creation and first response on the incident) / (Number of incidents) |  |
| Average Response Time Trend (Hrs) | Displays a trend graph comparing the average response time for incidents (in hours) with and without Service Collaborator enabled. Hover over the cursor on the graph to view the average response time for incidents. |  |
| Usage Trends | ||
| # of Unique Users interacted with Service Collaborator | Displays the number of unique users who use Service Collaborator to resolve incidents. |  |
| Service Collaborator Usage Trend (Days) | Displays a trend graph (in days) comparing the number of unique users and the number of new users using Service Collaborator in the selected interval. Hover over the cursor on the graph to view the count of unique users and conversions. |  |