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Major Incident Performance Summary dashboard

The Major Incident Performance Summary dashboard provides an overall summary of Major Incidents and its impact on service delivery. You can analyze Configuration Item (CI) Hotspots, potential risk of Major Incidents as predicted by Machine Learning models, its impact on the business in the form of downtime, and measure the performance of your teams with respect to handling these Incidents.

As a Service Executive or Manager, you can use this dashboard to handle the following business scenarios:

• Review CIs that are at risk and have a greater probability of generating Major Incidents
• Comparative analysis of growth rate with last month's data
• Identify teams that are contributing towards major Incidents and review their service delivery performance

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

The Major Incident Performance Summary dashboard consists of the following sections:

• Major Incident Hot Spots: Provides information about CI Hotspots and the growth rate of Major Incidents across these hotspots.
  • Major Incidents: KPI to display the total number of Major Incidents that were raised in the last 30 days.
  • CI Hotspots: KPI to display 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: KPI to display the percentage of growth rate of Major Incidents in the last 30 days as compared to the month prior to 30 last days.

  You can also view a bar graph displaying the number of major Incidents and growth rate for each CI Hotspot.

• Major Incident Risks: Provides information about the CIs that are at risk, the probability of major Incidents occurring in the upcoming days, and the growth rate of the probability as compared to previous month.
  • CIs At Risk: KPI to display the total number of CIs that are at risk from generating Major Incidents. A CI is considered to be at risk if the probability of Major Incidents is more than 50%.
  • Major Incident Probability: KPI to display the probability percentage of Major Incidents calculated every day. The probability is calculated based on the Major Incident Prediction ML model. The model analyzes historical data of various risk factors that can potentially contribute towards a Major Incident, and predicts the probability.
  • Major Incident Probability Growth: KPI to display the average percentage of growth rate of Major Incident Probability across all CIs on current day as compared to the probability on the 30th day of the previous month.

  You can also view a bar graph displaying the major Incident probability and growth rate for the top CIs that are at risk.

• Major Incident Impact: This section enables you to analyze the actual impact of major Incidents on service delivery. You can review the number of hours lost to unplanned outages and the availability of affected CIs.
  • Unplanned Outages: KPI to display the total number of unplanned outages that have occurred in the last 30 days.
  • Unplanned Downtime (Hours): KPI to display the total number of hours that were lost due to unplanned outages.
  • Impacted CI Availability: KPI to display the availability percentage of CIs in the last 30 days that were impacted by these outages.

  This section also displays a heat map that provides information about the impacted CI, associated downtime, and CI availability. The squares of the heat map denote the impacted CIs, the size represents downtime hours due to unplanned outages, and the color represents CI availability in the last 30 days. You can also hover over the squares to view the tooltip, which displays the number of unplanned outages and the growth rate of unplanned outages compared to the month prior to last 30 days.

• Major Incident Team Performance: This section enables you to review the execution of services by analyzing how assignment groups are handling major Incidents. The impact of major Incidents on an organization is huge, therefore, you can review individual team performance to understand if teams are performing as expected and meeting delivery commitments.
  • MTTR (Hours): KPI to display the total amount of time taken by assignment groups to resolve major Incidents in the last 30 days.
  • Major Incident SLA: KPI to display the percentage of major Incidents that have met all SLAs in the last 30 days.
  • MTTR (Hours) Growth: KPI to display the growth rate of time taken to resolve major Incidents in the last 30 days as compared to the month prior to 30 last days.

  This section also displays a heat map that provides information about assignment groups and their delivery performance measures. The squares of the heat map represent the assignment groups, the size represents the time taken to resolve major Incidents, and the color represents the growth rate of MTTR as compared to the previous month. You can also view the number of major Incidents that were generated in the last 30 days for each assignment group.

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

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