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Major Incident Delivery Performance dashboard

The Major Incident Delivery Performance dashboard enables you to analyze your team's performance with respect to the execution of major Incidents. You can measure performance based on SLA, MTTR, and Average Handle Time and can drill down to review performance of individual assignees.

As an Executive Leader, you can use this dashboard to analyze the following business scenarios:

• Review how well teams are able to meet SLA for major Incidents and investigate further as to why certain teams or individuals are performing badly on MTTR
• Review the major Incident delivery performance across Assignment Groups and Individuals for a specific CI Class or CI.
• Review the recommendations provided for top outliers and take corrective actions to handle the problem areas

You can use the filters in the dashboard to analyze data related to a specific Executive Leader, CI Class, or CI.

The Major Incident Delivery Performance dashboard consists of the following sections:

• KPIs:
  • Major Incident SLA: Displays the percentage of closed major Incidents that have met SLA in the last 30 days.
  • Minor Incident SLA: Displays the percentage of closed minor Incidents (whose priority is P3 or lower) that have met SLA in the last 30 days.
  • MTTR (Hours): Displays the average time taken to resolve all closed major Incidents in the last 30 days.
  • Avg. Handle Time (Hours): Displays the average time taken by resources to update major Incidents; indicates how much time the Incidents have been lying idle.
• Group Incident Performance: Provides information about the delivery performance of Assignment Groups with respect to major Incidents. You can view measures such as, major and minor Incident count, major and minor Incident SLA, MTTR, and average handle time for assignment groups and group managers.

  You can also view the composite opportunity rank, which is populated by calculating the ranking of each metric (except Minor Incident Count and Minor Incident SLA) for all records and deriving the average of ranks.

  You can drill down by clicking a specific assignment group to view performance details of each resource in the group. For example, for an assignment group with a top opportunity rank, you can review the performance of individual resources to identify areas of improvement.

• Individual Incident Performance: Provides information about the performance of resources belonging to a particular assignment group. You can view measures such as, major and minor Incident count, major and minor Incident SLA, MTTR, and average handle time for resources who were assigned to major Incidents.

  You can click on an individual to further drill down and view details about the related major Incidents.

• Incident Details: Provides information about major Incidents that are assigned to individual resources. You can view details, such as Incident Number, short description, date when the Incident was opened, person who opened the Incident, Assignment Group, Resolved By, Location, CI, Incident Close Code, MTTR, and Average Handle Time.
• Recommendations: Provides recommendations about top outliers that can help you take suitable actions to handle the problem areas. For example, if the MTTR for an Assignment Group is high, you can investigate and understand which resources are contributing to the high MTTR, and take measures.

Note: The thresholds defined for KPIs in this dashboard can be configured according to your business needs.

Metrics used