Incident Premium dashboard
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Summary of Incident Premium Dashboard
The Incident Premium Dashboard in ServiceNow provides a comprehensive view of the incident management process using advanced analytics. It enables users to access real-time data and insights, facilitating effective monitoring and reporting of incidents.
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Key Features
- Access: Navigate to All > Self-Service > Dashboard to find the Incident Premium Dashboard.
- User Roles:
- IT Agent: Views and prioritizes assigned workload (requires roles: itil, snincidentread, pacontributor, paviewer).
- IT Manager: Views, edits reports, and dashboard layout (requires roles: itil, snincidentread, pacontributor, paviewer, paadmin, papoweruser).
- Indicators: Includes metrics like open incidents, new incidents, and average age of incidents, allowing for effective performance tracking.
- Data Visualizations: Features various formats such as single score, grouped bar charts, and heatmaps to display incident data effectively.
- Filters: Allows filtering by priority, state, assignment group, category, and opened date for tailored analysis.
Key Outcomes
Utilizing the Incident Premium Dashboard enables ServiceNow customers to:
- Gain insights into incident trends and performance metrics.
- Identify overdue incidents and those requiring immediate attention.
- Efficiently manage workloads and enhance incident resolution processes.
- Facilitate informed decision-making through real-time data analysis.
This dashboard uses Workbench widgets and other advanced Platform Analytics features to give you all the information about the Incident process in one place.
Access the Incident Premium dashboard
To access the Incident Premium dashboard, navigate to . On the Dashboards Overview, search for Incident Premium dashboard.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Incidents Opened Today | Single score ( ) |
Total number of incidents created on the current date. |
| Unassigned Incidents | Single score () |
Total number of incidents that are still not assigned. |
| Overdue Incidents | Single score () |
Total number of incidents that exceed its SLA. |
| Open Incidents | Single score () |
Total number of incidents that do not have a resolution date. |
| Incidents not updated for 7 days | Single score () |
Total number of incidents that were updated more than 7 days ago. |
| Open incidents older than 30 days | Single score () |
Total number of open incidents that were created 30 days ago. |
| Open Incidents - Grouped | Vertical bar ( ) |
Total number of open incidents grouped by priority. |
| Open incidents older than 30 days - Grouped | Horizontal bar ( ) |
Total number of open incidents that were created more than 30 days ago. |
| Incidents by Priority and State | Heatmap icon ( ) |
Total number of incidents grouped by priority and state. |
| Incidents by Priority and State older than 30 days | Heatmap icon () |
Total number of incidents grouped by priority and state that were created more than 30 days ago. |
| Incidents per week | Area icon ( ) |
Total number of incidents opened or closed in each week. |
| Open Incidents older than 30 days by Assignment Group and State | Heatmap icon () |
Total number of incidents opened more than 30 days ago and that are grouped by assignment group and state of the incident. |
| Open Incidents Not Updated In Last 30 Days by Assignment Group and State | Heatmap icon () |
Total number of open incidents updated more than 30 days ago and that are grouped by assignment group and state of the incident. |
| Open Incidents where assignee is not active | Heatmap icon () |
Total number of incidents where the user in the Assigned to field have an inactive status. |
| Open Incidents with closed Problem | Heatmap icon () |
Total number of open incidents that have an associated problem with closed status. |