ITSM Dashboard - IT Service Management Analytics

The dashboard for the IT Service Management category in the Dashboard Builder provides the corresponding status of incidents and problems, so you can display and analyze the behavior of all incidents and problems in the ITSM application area.

The tiles of this dashboard are separated in two groups, Incidents and Problems. The following tiles exist in the dashboard:

Group Incidents

Tile	Description	Associated KPI	Drill-Down View
Created	This tile displays how many incidents are created.	quantity of incidents with priority very high	created incidents per week in column chart by: Priority Status Category Creation Source iObject
Closed	This tile displays how many incidents are closed.	closed incidents’ IRT compliance closed incidents’ MPT compliance How many times the incidents have been in the follwing status before they are closed: Proposed Solution Sent to SAP Customer Action In Process	closed incidents per week in column chart by: Category Support Team Solution Category iObject
Backlog	This tile displays how many incidents are still open.	open incidents by priority in a pie chart ratio of the open incidents versus the created incidents as percentage	open incidents per week in column chart by: Status Support Team Category Priority
Duration	This tile displays the average time in days spent to process incidents.	average MTTR (mean time to repair) per incident in days, which is the time in status New and In process total duration of incidents in days, which is the total processing time from creation to closure total time recording of incidents maintained in IT Service Management application area in days average time recording per incident in days	average duration of the closed incidents in column chart by priority per week average MTTR by support teams per week

Group Problems

Tile	Description	Associated KPI	Drill-Down View
Created	This tile displays how many problems are created.		created problems per week in column chart by: Priority Status Category iObject
Closed	This tile displays how many problems are closed.		closed problems per week in column chart by: Priority Support Team Solution Category
Backlog	This tile displays how many problems are still open.	ratio of the open problems versus the created problems as percentage open problems by priority in a pie chart	open problems per week in column chart by: Status Support Team Category Priority
Duration	This tile displays the average time in days spent to process problems.	average MTTR (mean time to repair) per problem in days, which is the time in status New and In process total duration of problems in days, which is the total processing time from creation to closure average time recording per problem in days total time recording of problems maintained in IT Service Management application area in days	average MTTR by different support teams per week average duration of the closed problems in column chart by priority per week average duration of the closed problems in column chart by support team per week

All the tiles in the dashboard display the data of the last 4 weeks, the time restriction can also be removed by removing the global filter (Defining Global Filter).

The dashboard is displayed in the Dashboard Builder - IT Service Management Dashboards in the Dashboard Builder.