The Vendor - 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 the incident delivery performance metrics and the compliance metrics. You can analyze the change performance and compliance trends to understand the specific aspect of incident delivery performance over a historical time frame.
The Vendor - Incident Delivery Performance and Process Compliance dashboard enables Vendors to answer the following business questions:
You can use filters in the dashboard to analyze the data in the change delivery performance and process compliance scores based on Vendors.
The Vendor- Incident Delivery Performance and Process Compliance dashboard consists of the following sections:
The Incident Performance and Compliance Scorecard section is driven by the filters in the dashboard. After you select the required Vendors, the Incident Performance and Compliance Scorecard and Incident Performance and Compliance Trends along with the corresponding graph and corresponding details are refreshed.
You can also drill down further to view the performance and compliance metrics by selecting the Vendors. 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, you can click the required Vendor to view specific factors that contributing to the low compliance score such as Backlog Age (Days) and Reopen Rate.
Based on the Vendor selection from the filter, the Incident Performance and Compliance Scorecard values are refreshed.
This section has the following KPIs:
The Incident Performance and Compliance Trends dashboard is driven by the Incident Performance and Compliance Scorecard section. Based on the selection of the Vendor from the Incident Performance and Compliance Scorecard section, the corresponding metrics are refreshed.
Delivery Performance enables in improving the customer service optimization, if the service delivery is improvised, optimized, and stabilized then it helps in reducing the costs.
Process Compliance indicates the optimization of services from operational and cost perspective by adhering to the overall standards of compliance
Researching enables Vendors 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, then the Vendor can provide recommendations to improve process and suggests to utilize the corresponding dashboards to identify improvement opportunities.
| 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 isues 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 |
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