BMC Helix ITSM Major Incident Analysis dashboard

As a Service Desk Manager, use the Major Incident Analysis dashboard to view major incidents. You can also identify areas of improvement for service desk processes and take the necessary action by analyzing the data displayed in the following panels:

  • SLA compliance rate
  • Major incident count
  • Major incidents (%)
  • MTTR (in days)
  • MTFB
  • Mean time to acknowledge (in days)
  • MTTR by support groups
  • MTTA by support groups
  • MTBF by months
  • SLA compliance rate by months
  • Major incident volumes by months/days

For instructions about creating or editing dashboards, see Configuring dashboards, panels, and queries. For information about dashboard concepts, see Setting up dashboards.

Example: View major incidents for the business service

Susan, the Service Desk Manager, wants to view the major incidents and take the necessary action by analyzing the data for a service desk process improvement. Susan accesses the Major Incident Analysis dashboard views the metrics displayed in the dashboard and takes action to improve the service desk process.

mia_dashboard.png

To view the dashboard

  1. In the left navigation pane, hover over Dashboards dashboard_icon_dec_push.pngand click Browse.

  2. Click the Helix ITSM folder and then click Major Incident Analysis.

    Tip

    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 Major Incident Analysis dashboard

Panels

Description

Example

Dashboard filters

Displays the filters to view the information on the dashboard. You can filter the data on the Major Incidents Analysis dashboard by Company, Service, and for a specified period.

mia_filter1.png

mia_filter2.png

SLA compliance rate

Displays the SLA compliance rate with reference to the resolved major incidents within SLA levels.

mia_sla_compl_rate.png

Major incident count

Displays the count of major incidents based on the selected filter.

mia_major_incident_count.png

Major incident percentage

Displays the ratio of major incidents to total number of incidents.

mia_major_incident_percentage.png

MTTR (in days)

Displays the average mean time to resolution of the major incidents.

mia_mttr_in_days.png

MTBF (in days)

Displays the average mean time between failures.

mia_mtbf_in_days.png

MTTA (in hours)

Displays the mean time to acknowledge a major incident.

mia_mtta_in_hours.png

MTTR (in days) by support groups

Displays the average mean time to resolution by multiple support groups.

mia_mttr_support_grp.png

MTTA (in hrs) by support groups

Displays mean time to acknowledge by support group.

mia_mtta_support_group.png

MTBF (in days) by months

Displays the average mean time between failure of services.

mia_mtbf_by_months.png

SLA compliance rate by months

Displays the SLA compliance rate.

mia_sla_comp_rate_in_months.png

Major incident volumes by months/days

Displays the count of the major incidents in days or months based on the timeline selected in the filter.

mia_maj_incident_vol.png