Organizations are increasingly burdened with huge volumes of incidents being logged on a regular basis and employ various Incident management techniques to improve process efficiencies. Some of these Incidents escalate to become major Incidents, which can have serious implications on the business.
Major Incidents can impact critical Applications, Configuration Items (CIs), or Business Services, thereby resulting in loss of revenue and customer dissatisfaction. Therefore it is of utmost importance to be able to prevent such Incidents.
Major Incident Performance, Risk, and Impact solutions that are available as part of the Service Management and Process Optimization offering, help leaders to analyze the overall performance of teams with respect to handling major Incidents, identify CIs that are becoming hotspots for major Incidents, and view risk factors that can help in predicting and handling upcoming major Incidents.
Out-of-the-box, Major Incidents are configured to denote P1 Incidents with priority as 'Critical' and can be configured according to your organizational needs. All other Incidents with priority other than Critical are classified as Minor Incidents.
The following table lists the out-of-the-box dashboards and the supported source systems:
| Dashboard Name | Supported Source Systems |
|---|---|
| Major Incident Performance Summary |
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| Major Incident Hotspots |
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| Major Incident Risk Factors |
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| Major Incident Prediction |
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| Major Incident Impact |
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| Major Incident Delivery Performance |
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| Major Incident Performance Results |
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