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Major Incident Impact dashboard

The Major Incident Impact dashboard helps you analyze the actual impact of Major Incidents on Configuration Items (CIs) by reviewing unplanned outages caused by major Incidents. You can monitor the number of unplanned outages during a time period and the frequency with which these outages occur. Unplanned outages can affect the availability of CIs and this can in turn disrupt service delivery.

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

• Review the total downtime caused by unplanned outages during the last month
• Perform a comparative analysis by reviewing the trend of unplanned outages and downtime over the last 12 months
• Review details about specific outages that are impacting CIs
• Review the recommendations provided for top outliers and take corrective actions to handle the impact

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

The Major Incident Impact dashboard consists of the following sections:

• KPIs:
  • Unplanned Downtime (Hours): Displays the total time (in hours) that were lost to unplanned outages in the last 30 days.
  • CI Availability: Displays the average availability percentage of CIs in the last 30 days that were impacted by these outages. CI availability also considers the time lost due to planned outages.
  • Unplanned Outages: Displays the total number of unplanned outages that occurred in the last 30 days.
• Business Critical CIs Outage & Downtime Trending: Displays the number of Unplanned Outages and a trend of Unplanned Downtime over the last 12 months for Application CIs that are business critical.
• Impacted Configuration Items: Displays the list of CIs along with detailed information, such as Planned and Unplanned Outages, Planned and Unplanned Downtime, CI Availability, percentage of total unplanned downtime, and the unplanned downtime growth rate.

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

  You can drill down by clicking a specific CI to view details about the related outages. For example, if the number of Unplanned Outages are high for a CI, you can click the name of the CI to view more details about each individual outage.

• Outage Details: Displays detailed information about unplanned outages that are impacting CIs and contributing to unplanned downtime. You can view information such as the Outage message, associated Incident, Outage start and restore date, Total unplanned downtime, and overall percentage of unplanned downtime. The data in this grid is driven by the Impacted Configuration Items report.
• Recommendations: This section provides recommendations about top outliers that can help you take suitable actions to mitigate potential risks. For example, if the CI availability for a particular CI is at 80%, you can investigate and understand which outages are contributing to the downtime.

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

Metrics used