Legacy: IT Executive dashboard
See a high-level view across all of ITSM.
IT executives can use the ITSM Success Dashboards to view the metrics for ITSM.
End user and roles
| End user and goal | Required role |
|---|---|
| IT Executive | None |
Indicators
- % of new critical incidents
- The result of the formula
( [[Number of new incidents > Priority = 1 - Critical]] / [[Number of new incidents]] ) * 100 - % of new critical problems
- The result of the formula
( [[Number of new problems > Priority = 1 - Critical]] / [[Number of new problems]] ) * 100 - % of open incidents not updated in last 5 days
- Number of open incidents not updated in last 5 days as a percentage of number of open incidents, according to the formula
( [[Number of open incidents not updated in last 5 days]] / [[Number of open incidents]] ) * 100. - % of open requested items before due date
- The result of the formula
( [[Number of open requested items before due date]] / [[Number of open requested items]] ) * 100 - % of overdue requested items
- The result of the formula
100 - [[% of open requested items before due date]] - Active Breached SLAs Today
- The result in percentage of the formula
([[Number of breach task sla today]]/[[Number of active task sla]])*100 - Average age open incidents
- The result, in days, of the formula
[[Summed age of open incidents]] / [[Number of open incidents]] / 24 - Average Cost per Resolved Incident - Weekly
- The result of the formula
[[Cost of Incidents Resolved / By week SUM +]]/[[Number of resolved incidents / By week SUM +]]. In other words, the weekly sum of the cost of resolved incidents, including partial weeks, divided by the weekly sum of resolved incidents, including partial weeks. - Average reassignment of open incidents
- The result of the formula
[[Summed re-assignment of open incidents]] / [[Number of open incidents]] - Average resolution time of resolved incidents
- The result of the formula
[[Summed duration of resolved incidents]] / [[Number of resolved incidents]] / 24 - ITSM Average Overall Customer Satisfaction
- Average of the normalized score for the Customer Satisfaction survey, as a result of the formula
[[ITSM normalized satisfaction score]] / [[ITSM survey instances]] - Number of new incidents
- The number of incidents opened today
- Number of new problems
- The number of incidents opened today
- Number of open incidents
- Number of incidents with no Resolved date
- Number of open incidents not updated in last 5 days
- Number of open incidents with an Updated date of more than five days ago
- Number of open requested items
- Number of requests with a registration date on or before today and no closed date, or a closed date after today
- Number of open requested items before due date
- Number of requested items open today (before midnight on collection date) and a due date after midnight on the collection date.
- Number of resolved incidents
- Number of incidents with a value in the Resolved date field
The following indicators do not appear on the dashboard but are used in formulas:
- Cost of Incidents Resolved
- The daily sum of the Value field of incident_metric records where the Definition field value is Incident Resolution Fixed Cost.
- ITSM normalized satisfaction score
- Sum of the normalized score of metric results for the Customer Satisfaction survey
- ITSM survey instances
- Number of the survey instances of the Customer Satisfaction survey
- Number of active task sla
- The count of active SLA tasks on task_sla with a start time before today and a stop time after today.
- Number of breach task sla today
- The count of active SLA tasks on task_sla with a breach time before today
- Summed age of open incidents
- The sum of hours between the time an incident was opened and now
- Summed duration of resolved incidents
- The sum of hours between the time an incident was opened and the time it was resolved
- Summed reassignments of open incidents
- The summed reassignment count of all open incidents
Breakdowns
- Age (Requested Item, Incident)
- Assignment Group
- Backordered (Requested Item)
- Category (Incident)
- Contact Type (Incident)
- Item
- Opened by Department
- Priority (Requested Item, Incident, Problem)
- Requested by Department (Requested Item)
- SLA Definition
- Stage (Requested Item)
- State (Change, Request, Problem)