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Service Delivery Performance Results dashboard

The Service Delivery Performance Results dashboard enables you to understand the results of analyses that were derived from the service delivery performance measures. You can view if the performance parameters result in any improvement and can review the improvement trends across a time period, thereby helping you understand if the organization has benefited from these improvements.

The Service Delivery Performance Results dashboard can help you analyze some sample use cases:

• Review KPIs to understand if certain service delivery performance factors are showing improvements
• Review the trend of improvements with respect to Incident, Change Request, Problem, and Request Item factors
• Review performance improvement numbers under a specific Executive Leader

The dashboard consists of the following sections:

• KPIs
  • Incident MTTR Improvement: Displays the percentage of improvement in time taken to resolve Incidents
  • Incident SLA Improvement: Displays the percentage of improvement with Incidents that have met all their SLAs
  • Change Success Improvement: Displays the percentage of improvement with successful implementation of Change Requests
  • Request Duration (Days) Improvement: Displays the percentage of improvement in time taken to fulfill Request Items
  • Request OLA Improvement: Displays the percentage of improvement with Request Items that have met all their SLAs
  • Problem Task SLA Improvement: Displays the percentage of improvement with Problem Tasks that have met all their SLAs
  • Problem Age (Days) Improvement: Displays the percentage of improvement in time taken to resolve Problems
• Incident SLA & MTTR: Displays the trend of Incident MTTR and Incident SLA metrics for the last 12 months. The bars in the graph represent Incident SLA percentage and the line represents Incident MTTR in days.
• Change Success: Displays the trend of percentage of Change Requests that have been implemented successfully in the last 12 months.
• Request Duration & OLA: Displays two line graphs to represent the trend of average open to close duration for Request Items and percentage of Request Items that have met all SLAs.
• Avg Problem Age & Problem Task SLA: Displays a 12-month trend of average Problem age and percentage of Problem Tasks that have met all SLAs.

Metrics Used