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Assignment Group-Incident Delivery Performance and Process Compliance dashboard

The Assignment Group - Incident Delivery Performance and Process Compliance dashboard enables you to view the overall performance of incident delivery factors such as Incident volume, MTTR (in days), Avg Handle Time (in minutes) and so on. With this dashboard, you can correlate and get insights on how the incident delivery performance metrics and the compliance metrics . You can analyze the incident performance and compliance trends to understand the specific aspect of incident delivery performance over a historical time frame.

The Assignment Group - Incident Delivery Performance and Process Compliance dashboard enables Senior Leaders and Assignment Group Managers to answer the following business questions:

Review the performance of managers and their resources for delivery and compliance using the metrics that impact the them with respective index values.
Rank the opportunities for manager where the improvement is required in both performance KPIs
Looking into the historical trend of the performance to understand any abruption or cyclicality
Going deep into individual team or resource performance metrics in delivery and compliance areas
Recommendations for the top outliers who needs immediate attention for improvement.
Highlighting the outliers using the color codes on each metrics of performance at all levels of hierarchy of resources

You can use filters in the dashboard to analyze the data in the change delivery performance and process compliance scores based on Senior Leaders and Assignment Group Managers.

The Assignment Group- Incident Delivery Performance and Process Compliance dashboard consists of the following sections:

KPIs :
- Delivery Performance: Displays the overall delivery performance of incidents
- Process Compliance: Displays the overall process compliance of incidents
Incident Performance and Compliance Scorecard
The Incident Performance and Compliance Scorecard section is driven by the filters in the dashboard. After you select the required Senior Leader and the corresponding Assignment Group Managers from the filters, the Incident Performance and Compliance Scorecard and Incident performance and compliance trends along with the corresponding graph are refreshed with the corresponding details.

You can also drill down further to view the performance and compliance metrics by selecting the Assignment Group Manager > Assignment Group> and selecting Resources. The details in the Incident Performance and Compliance trends section are refreshed based on the selection.

For example, if the process compliance score is low for an Assignment Group, you can click the required name of the assignment group to view specific factors that contributing to the low compliance score such as Backlog Age (Days) and Reopen Rate.

Based on the Senior Leader and Assignment Group Manager selection from the filter, the Incident Performance and Compliance Scorecard values are refreshed.

This section has the following KPIs:
- Group Manager: Manager of the Group
- Assignment Group: Manager of the group or team that is primarily responsible for working on the change request
- Incident Volume: Displays the count of incidents of the Group Manager and the Assignment Group
- Delivery Performance: Displays the percentage of delivery performance of Incident
- Process Compliance: Displays the percentage of process compliance of Incident
- Incident Data Quality Issues: Displays the percentage of data quality issues related to Incidents
- Composite Opp. Rank: Displays the opportunity rank calculated by ranking the weighted average of metrics, such as Incident Volume, Delivery Performance, Process Compliance, and Incident Data Quality issues across a preconfigured distribution. A lower rank signifies scope for improvement.
Incident Performance and Compliance Trends
The Incident Performance and Compliance Trends dashboard is driven by the Incident Performance and Compliance Scorecard section. Based on the selection of either the Group Manager or the Assignment Group from the Incident Performance and Compliance Scorecard section, the corresponding metrics are refreshed.
- Delivery Performance:
  Delivery Performanace enables in improving the customer service optimization, if the service delivery is improvised, optimized, and stabilized then it helps in reducing the costs.
  - Incident Volume:Displays the count of incidents in the last 30 days
  - Major Incident SLA: Displays the percentage of major incidents that met the Service Level Agreement time frame in the last 30 days
  - Minor Incident SLA: Displays the percentage of minor incidents that met the Service Level Agreement time frame in the last 30 days
  - MTTR (Days): Displays the number of elapsed time between the Incident creation and resolution in the last 30 days
  - Average Handle Time (Minutes): Displays the average handle time (minutes) in resolving the incidents in the last 30 days
  - Backlog Volume: Displays the total number of open incidents that are pending resolution as of a specific point in time in the last 30 days
- Process Compliance:
  Process Compliance indicates the optimization of services from operational and cost perspective by adhering to the overall standards of compliance
  - Pending Status : Dispalys the percentage of requests where the request was placed into a pending status in the last 30 days
  - Backlog Age (Days): Displays the average of the total duration of existence of the incident in the last 30 days
  - Repriotization Rate: Dispalys the percentage of incident that changed the priority that is from normal to emergency
  - Reopen Rate: Displays the percentage of incidents that are reopened in the last 30 days
  - Generic CI Usage: Displays the percentage of incidents that are using Generic CI in the last 30 days
  - Incident Data Quality Issues: Displays the percentage of overall incident data quality issues in the last 30 days
Digital.ai recommends researching
Researching section enables Senior Leaders to recommend further actions to improve the delivery performance and process compliances. For example, if the backlog age is higher than the average backlog age for any Group Manager, then the Senior Leader can provide recommendations to improve process across teams, vendors, and applications.

Metrics used

Metric Name	Description
Delivery Performance	Index value calculated using metrics of delivery performance that are used in the Incident Delivery Performance and Process Compliance dashboard
Process Compliance	Index value calculated using metrics of process compliance that are used in the Incident Delivery Performance and Process Compliance dashboard
Incident Volume	Count of Incidents
Incident Data Quality Issues	Overall data quality issues related to Incidents
Composite Opportunity Rank	Displays the opportunity rank calculated by ranking the weighted average of metrics, such as Incident Volume, Delivery Performance, Process Compliance, and Incident Data Quality across a preconfigured distribution. A lower rank signifies scope for improvement.
Major Incident SLA	Count of Major Incidents that have met all SLAs
Minor Incident SLA	Count of Minor Incidents that have met all SLAs
MTTR (Days)	The elapsed time between the Incident creation and resolution. The elapsed time is measured as the total time open.
Avg Handle Time (Mins)	Average duration between the time when the Incident was updated (time between successive audit records where there is a change in the Incident) or the Average time duration when the Incident was in the 'In-Progress' state
Backlog Volume	Count of Incidents that are in the backlog - 'Open' or 'In-Progress' state
Pending Status	Pending status indicates the number of incidents that are in OPEN state
Backlog Age (Days)	Number of days an Incident has been in Backlog
Reprioritization Rate	Incidents whose priority has been changed (Incidents with Escalated and De-escalated flag)
Reopen Rate	Percentage of Incidents that have been reopened
Generic CI Usage	Incidents that use generic Configuration Item