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Incident Data Quality Issues dashboard

The Incident Data Quality Issues dashboard enables you to understand your overall data quality, from a data completeness perspective. Using this dashboard, you will be able to identify areas in which there is no proper data maintenance, details about current data completeness situation, data completeness trends (whether it is improving or reducing over a period of time), areas in which it is lagging and by what percentages, list of Incidents that need to be completed from a data quality perspective, current stage of Incident life-cycle, data quality performance, and so on.

With this information, it is possible to analyze and reduce data quality issues. This will also potentially lead to overall improvement in resolution parameters, adds value for Knowledge Bases and helps in re-usability of Incidents for reference perspective.

The Incident Data Quality Issues dashboard can be of great value to answer some of the following business questions:

What is the overall data quality from completeness perspective of Incidents and how does that fare at different status of Incident life cycle. What are the Incidents that contribute to the data quality in each status?
What is the average DQ incompleteness at Incident's level and across Incidents? Sort them based on the maximum DQ incompleteness so that those can be looked at closely
Which attributes have a higher rank of DQ incompleteness. Sort them so that there could be a organization level plan for these attributes and teams can be trained for those

There are two chapters in this dashboard that can be used for analysis. The first chapter is the Incident Data Quality dashboard which gives you numeral statistics about Incident data quality. You have the option to view data sorted on basis of department or leadership.

The second chapter is the Incident Data Quality Issue Details using which you can deep dive into the Incident Data Quality trends, based on calendar month.

Incident Data Quality Issues

The Incident Data Quality Issues chapter has two pages:

Incident Data Quality Issues by Department
Incident Data Quality Issues by Leader

The Incident Data Quality Issues by Department page provides insights into some of the KPIs, based on the department selected. A heat map is displayed to indicate data quality positioning of each department. On selecting the required department, KPI values are refreshed (displayed to the right of the page). The KPIs available in this page are:

Weighted Avg. Poor Data Quality across Status: Displays the overall Incident Completeness Data Quality with weighted averages by Incident status.
% of Fields with Poor DQ across status: Displays in percentage, the average of Factors with data quality issues as compared to all the factors reviewed for Data Quality
% of New Incidents with Poor DQ: Displays the percentage of Incidents with Data Quality completeness issues as compared to Incidents that are in the 'New' state
% of Poor DQ Incidents are Reopened: Displays the percentage of reopened Incidents with Data Quality issues as compared to all reopened Incidents
% of Poor DQ Incident: Displays the Ratio of Incident that have poor data quality as compared to total Incidents for a specific period of time.
% of Poor DQ Incidents have reassignments: Displays the percentage of reassigned Incidents with Data Quality issues as compared to all Incidents that have been reassigned
% of Closed Incidents with Poor DQ: Displays the percentage of Incidents with Data Quality completeness issues as compared to Incidents that are in the 'Closed' state
% of Poor DQ Incidents delivered past due date: Displays the ratio of delay in delivery of Incidents where Incidents have Completeness Data Quality issues to delivery age of Non Data Quality issue Incidents

The Incident Data Quality issues by Leader dashboard displays the same KPIs, with the only difference being that the KPIs are sorted on the basis of leadership. A bubble graph is displayed to indicate the data quality positioning based on leadership. KPI values are refreshed upon selection of bubble.

Incident Data Quality Issue Details

The Incident Data Quality Issue Details chapter has three pages:

New Incidents
Closed Incidents

The Incident Data Quality Issue Details dashboard basically lets you deep dive into the Incident data quality trend, on the basis of a given calendar month.

Data displayed on every page is based on the status of Incident with data completeness issues. However, the KPIs displayed for each remains the same. The first page displays Incidents in 'New' or 'Open' state, and the last page displays Incidents in 'Closed' state.

A graph to indicate the Creation DQ ratio for a given month is displayed in the first panel. If you select a month, data in the subsequent panels are refreshed. For example, on selecting Dec 2019, factors such as Affected CI, Assignee, Assignment group, Due Date, Resolution Code, and so on, that affect data quality completeness by Incident status is displayed for that month. Similarly, the panels to the right indicating factors such as DQ, Select the value display criteria, and so on are refreshed based on the factor you select in the 'What Incident fields have poor data quality?' panel.

Similarly, the tabular data displayed in the What incidents have poor data quality?' and What are the field values for the selected incident?' panels are refreshed based on the selection made in the 'What are the values for the selected field?' panel.

The KPIs available in this page are:

Total Incidents with Data Quality Issues: Displays the total number of Incidents that have data completeness issues with respect of current status
Incident Creation Data Completeness: Displays in percentage, the average of Factors with data quality issues as compared to all the factors reviewed for Data Quality
Rate of Incident DQ Issues Across Fields: Displays the percentage of DQ Incidents across factors as compared to the total Incidents
DQ Incidents Across Factors: If the value of this metric is 1, it means the Incident has a data completeness issue in at least one of the factors

Metrics Used

Metric Name	Descriptions
Total Incidents with Data Quality Issues	Count of Incidents with Data Quality completeness issues This is a level based metric calculated only for Department, Leader, Month, or State (standardized state)
Weighted Avg. Poor Data Quality across Status	Overall Incident Completeness Data Quality with weighted averages by Incident status
% of Poor DQ Incidents have reassignments	Percentage of reassigned Incidents with Data quality issues as compared to all reassigned Incidents
% of Poor DQ Incidents are Reopened	Percentage of reopened Incidents with Data Quality issues as compared to all Incidents
% of Poor DQ Incidents delivered past due date	Ratio of delay in delivery of Incidents with completeness data quality issues to delivery age of non data quality issue Incidents
% of New Incidents with Poor DQ	Ratio of Incidents that are in the New state and have data quality issues
% of Poor DQ Incident	Displays the Ratio of Incident that have poor data quality as compared to total Incident for a specific period of time.
% of Closed Incidents with Poor DQ	Ratio of Incidents that are in the Closed state and have data quality issues
Incident Creation Data Completeness	Average of total factors with data quality issues as compared to total number of factors
DQ Incidents Across Factors	If the value of this metric is 1, it means that the Incident has a data quality issue in at least one of the factors
DQ Rate Across Factors	Total Incidents with data quality across factors by total number of Incidents
New Incidents	Count of Incidents in the New state
Closed Incidents	Count of Incidents in the Closed state