---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Insights and Opportunities for Incident dashboard

# Insights and Opportunities for Incident dashboard {#ariaid-title1}

Release version: Australia  
Updated June 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers
a unified view of incident trends, SLA compliance, sentiment, and operational patterns to
support data-driven decisions.

The Insights and
Opportunities for Incident dashboard aggregates incident data across multiple dimensions,
giving service desk managers and incident managers the context to identify patterns, address
recurring issues, and improve service delivery. The dashboard is available in Service Operations Workspace and updates based on the selected date
range. Select any visualization to drill down into the underlying incident records.{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-1}

The dashboard has two primary views:{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-2}

* Dashboard view --- Displays organization-wide incident analytics across all incidents in the selected period. Use this view to monitor support demand, SLA performance, sentiment, and other operational patterns.
* Trend category view --- Displays analytics scoped to a selected incident trend category. Access this view by selecting a row in the Incident trends table. The view includes an AI-generated summary, key metrics, and detailed analytics scoped to the selected trend category.

## Dashboard view {#insights-opportunities-incident-dashboard__section_dashboard_view}

The dashboard view
provides a broad operational picture across all incidents. It includes the following
widgets:{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-3}

Incident volume
:   Incident volume over time, with a period-over-period comparison.

SLA status
:   Incidents on track vs. breached against SLA targets.

Incident sentiment trend
:   AI-inferred sentiment scores over time.

Incident trends
:   Incident trend categories, clustered by recurring themes. Select a row to open the trend category view.

Top departments
:   Departments with the highest incident volume.

Geographic distribution of incidents
:   Incident concentration by location.

Channel distribution
:   Incidents by submission channel, such as phone, self-service, email, and chat.

Services by business criticality
:   Incident volume by the business criticality of the affected service.

Top configuration item classes
:   CI classes by number of associated incidents.

Top assignment groups with high reassignment count
:   Assignment groups by total reassignments.

## Trend category view {#insights-opportunities-incident-dashboard__section_trend_category_view}

The trend category
view includes all Dashboard view widgets scoped to the selected trend category, plus the
following:{#insights-opportunities-incident-dashboard__now-assist-itsm-insights-opportunities-incident-dashboard-para-4}

AI-generated summary
:   Natural language summary of the selected trend category, including identified issues and probable causes.

Total incidents
:   Total incidents in the selected trend category within the selected date range.

Average MTTR
:   Average mean time to resolve (MTTR) for incidents in the selected trend category.

SLA breached incidents
:   Incidents in the selected trend category that have breached their SLA targets.

Total reassignments
:   Total reassignments across all incidents in the selected trend category.

Incident priority breakdown
:   Incidents in the selected trend category by priority level.

Top categories
:   Incidents in the selected trend category by category.

Top 10 departments by volume
:   Incident volume by department, broken down by state.

Top assignment group by MTTR
:   MTTR trends by assignment group for the selected trend category.

SLA-breached open incidents
:   Open incidents in the selected trend category that have breached their SLA targets.

Associated incidents
: Individual incidents that make up the selected trend category, available for detailed review.  
Note:  
The AI-generated summary may not reflect all details of the trend category. Review the associated incident records to verify accuracy before taking action.
**Related concepts**   

* [Incident Management](https://servicenow-prod.fluidtopics.net/9c8177e7~u2qCzQBofO4uw "Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.")