The IM_Overview Dashboard provides a high-level summary of incident management metrics, offering key insights into incident volume, resolution performance, and operational trends. It enables IT teams to monitor overall incident health, identify bottlenecks, and enhance service delivery across support functions.
Includes the Following Reports:
Incident by Priority – Displays the number of incidents grouped by priority level, highlighting urgency distribution.
Incident by Status – Shows current incident statuses (Open, In Progress, Resolved) to track resolution progress.
Incidents by Medium – Breaks down incident sources (e.g., email, portal) to optimize intake channels.
MTTR for Incidents by Analyst – Measures average resolution time per analyst to assess individual performance.
MTTR for Incidents by Workgroup – Tracks average resolution time by workgroup for team efficiency analysis.
Incident Volume Trend Report – Displays incident trends over time to identify workload patterns and peak periods.
Major Incidents Report – Highlights critical incidents for visibility into high-impact issues.
Top 10 Categories – Lists the most frequent incident categories to uncover recurring problems.
Incident Logged vs Resolved – Compares the number of incidents logged versus resolved over a given period to assess backlog and throughput.