BMC Helix ITSM Problem Management Analysis dashboard

As a Service Desk Manager, you can use the Problem Management Analysis dashboard to view a count of all the problems, including the metrics about problems that are displayed in the dashboard.

The metrics displayed helps you to analyze and find areas to improve the service desk process, which may include:

  • Addressing the problem tickets that have high and critical priorities first
  • Implementing processes to keep the problem resolution time low
  • Comparing the problem resolution and workaround rates to improve process efficiency, and so on.

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

Example: View problems for the business service

Susan, a service desk manager accesses the Problem Management Analysis dashboard, views the metrics displayed in it, and takes the required action.

For example, the Major problems panel displays the count of problems with high and critical priorities. This count helps Susan to prioritize the work to address these high and critical problem tickets first.

apr22_pma_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 Problem Management 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 Problem Management Analysis dashboard

Most panels in this dashboard are self-explanatory with the exception of those explained in the following table:

Panels

Description

Example

Major problems

Displays the count of problems with high and critical priorities.

apr22_pma_maj_problems.png

Closed known errors

Displays the count of closed known errors for the selected period. 

apr22_pma_closed_known_errors.png

Problem with change requests

Displays the number of problems with change requests associated with them. 

apr22_pma_prb_change_req.png

Problem resolution time (days)

Displays the average problem resolution time for all the problems closed during the selected period.

apr22_pma_prob_res_time.png

Closed problem investigations

Displays the count of closed problem investigations for the selected period.

apr22_pma_closed_prb_invest.png

Problems with workarounds implemented

Displays the count of problems with workarounds that were implemented in the selected period.

apr22_pma_prob_with_wrkarounds.png

Problem resolution rate vs Workaround rate

Displays a bar chart comparing the problem resolution rate vs. the workaround rate by support group.

apr22_pma_prob_res_rate.png

Problem submitting trend

Displays the number of problems logged for the selected date and time range.

apr22_pma_prob_sub_trend.png