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Major Incident Hotspots dashboard

The Major Incident Hotspots dashboard enables you to view different areas from the purview of operational, execution, performance, and impact that greatly contribute towards major Incidents. The hotspots are determined based on the growth rate of Major Incidents and you can analyze the hotspots across Configuration Items (CI), CI Class, CI Location, and Assignment Groups.

You can also drill down into each of these hotspots to view more details about the associated major Incidents.

This dashboard can help Executive Leaders derive insights with the following business scenarios:

• View the growth rate for Major Incidents in the last 30 days and analyze further to identify the root cause for an increased growth rate
• Review the recommendations provided for top outliers and take corrective actions to mitigate the risks
• Review detailed information about the Major Incidents filtered based on specific hotspot categories, like CI Location or Assignment Group

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

The Major Incident Hotspots dashboard consists of the following sections:

• KPIs
  • Major Incidents: Displays the total number of Major Incidents that were raised in the last 30 days
  • CI Hotspots: Displays the total number of CIs that are identified as Hotspots. A CI is considered to be a hotspot when the growth rate of Major Incidents in the last 30 days is 20% greater than the month prior to last 30 days.
  • Growth Rate: Displays the percentage of growth rate of Major Incidents in the last 30 days as compared to the month prior to 30 last days.
• CI Class Hotspots, CI Location Hotspots, CI Hotspots, Assignment Group Hotspots: Displays heat maps for specific hotspot attributes, such as CI Class, CI Location, CI, and Assignment Group attributes where the growth rate of associated Major Incidents in the last 30 days are 20% greater than the month prior to last 30 days. The attributes are denoted as squares in the heat map. The size of these squares indicate the number of major Incidents opened in the last 30 days and the colors represent the Growth Rate of major Incidents. A darker color indicates higher growth rate and a lighter color indicates lesser growth rate.

  This section drives the data in the remaining hotspot sections, in the following order - CI Class Hotspot > CI Location Hotspot > CI Hotspot > Assignment Group Hotspot. For example, You can click on a specific CI Class to filter and display only data associated with the selected CI Class.

• Major Incidents: This section displays a Grid report with detailed information about the Major Incidents raised in the last 30 days. You can view details, such as Incident Number, Short Description, Incident Opened Date, Incident Opened By, Assignment Group, Closed By, CI Class, CI Location, CI, and Incident Close Code.

  The data in this grid is driven by the individual Hotspot sections. For example, you can select a specific Hotspot attribute from the previous sections, like CI Class or CI Location to drill down and view details about Major Incidents associated with these attributes.

• Recommendations: This section provides recommendations about top outliers that can help you take suitable actions to mitigate potential risks. For example, if the Major Incident Growth rate for a particular CI is at 200%, you can investigate to understand problem areas related to the CI and take measures to prevent Major Incidents in the future.

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

Metrics used