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Major Incident Risk Prediction dashboard

The Major Incident Risk Prediction dashboard helps you understand the probability of occurrence of major Incidents on key Configuration Items (CIs). A machine learning model is used to analyze major incidents over a period of time and it identifies risk factors across services that contributed towards a major Incident. The model is then able to predict risks associated with current or future Incidents.

Major Incidents can disrupt businesses resulting in loss of revenue and can impact customer satisfaction, therefore, it is essential that IT Managers are equipped with necessary insights to prevent major Incidents.

As an IT Manager or Vice President of IT, the dashboard can help you in the following business scenarios:

• Look at the number of CIs that are at Risk from having major Incidents raised
• Review the probability of major Incidents occurring across CIs and drill down to view more details about the CI
• Understand the risk factors associated with the CI that can potentially cause a major Incident

The Major Incident Risk Prediction dashboard consists of the following sections:

• KPIs:
  • Major Incidents: Displays the total number of Incidents whose priority is 1-Critical in the last 24 hours, from the time of the last data extraction.
  • CIs At Risk: Displays the CIs that are at risk from Major Incidents. A CI is considered to be at risk if the major Incident probability is more than 50%.
  • CI with Most Major Incidents: Displays the name of the CI with the most number of major Incidents.
• Major Incident Probability: Displays the list of CIs along with the probability percentage for major Incidents, as predicted by the Major Incident Prediction ML model. The specified threshold values are the default configuration provided out-of-the-box and can be customized based on your business requirement.

  Note: Only CIs that have had more than 12 major Incidents in the last 12 months are listed in this section.

  You can select a CI to drill down and view specific details related to the selected CI. The data in the rest of the reports are driven by this section.

• CI Details: Displays details about CIs, such as the Business Criticality, person and department that manages the CI, and the major Incident probability as determined by the ML model.
• Major Incidents Trend - Past 12 Months: Displays a bar graph to provide a trend of the number of major Incidents that were opened across the last 12 months.
• Major Incident Risk Factors: Displays a list of preconfigured risk factors that help you understand risks that can lead to potential major Incidents:
  • Days Since Last Major Incident: Total number of days passed since the last major Incident was raised.
  • Non-Major Incidents - last 7 Days: Total number of minor Incidents that were raised in the last 7 days.
  • Upcoming Changes: Total number of Change Requests whose planned start date is in within the next 7 days and where the selected CI is in the list of Affected CIs.
  • Monitoring Incidents - Last 7 Days: Total number of auto-generated Incidents that were raised in the last 7 days.
  • Major Incidents in Last 7 Days?: Flag to indicate if a major Incident has occurred in the last 7 days.
  • Changes Implemented - Last 7 Days: Total number of Change Requests that were implemented whose actual end date is within the last 7 days.
  • Current Outstanding Problems: Total number of open Problems on a given CI as of the current date.

  These risk factors are provided out-of-the-box and can be configured to suit your business needs.

• Upcoming Changes in next 7 Days: Displays the list of associated Change Requests whose planned start date is within the next 7 days. You can view details, such as Description, Risk, Assignment Group, and Assignment Group Manager.
• Recent Major Incidents: Displays a grid providing details about the recently created major Incidents in the last 24 hours for selected CI. You can view the Incident Number, Description, date when the Incident was opened, person who opened and closed the Incident, Assignment Group, CI Class and CI associated with the Incident, and the Close Code to understand how the Incident was closed.

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

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