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Proactive Problem Remediation dashboard

The Proactive Problem Remediation dashboard enables you to view to view potential unaddressed problems and proactively take action to improve service delivery. With this dashboard, you can view incident topic clusters and identify hidden patterns in incidents and also their common associated problems. You can analyze individual clusters to understand the type of incidents that are associated with the cluster. Also, you can analyze if the incident topic clusters have no associated problems.

The Proactive Problem Remediation dashboard enables Senior Leaders and Assignment Group Managers to answer the following business questions:

• Provide summarized views and historical service delivery result trends with top opportunities for continuous improvement across resolution time, delivery friction, and problem remediation
• Highlight top areas for proactive problem remediation and action with visibility into top incident topic clusters that do not yet have associated problems
• Provide visibility into the performance of Leaders and Assignment Groups with worsening MTTR trends, the specific contributing causes and improvement opportunities
• Recommend top catalog items to reduce service delivery friction through visibility across request volume, delivery time and delivery friction performance factors
• Rank customer impact of service delivery and identify associated causes based on the MTTR and delivery friction performance of different type of service tasks

You can use the Executive Leader and Senior Leader filters in the dashboard to analyze service delivery friction related to Group managers and their Assignment Groups.

The Proactive Problem Remediation dashboard consists of the following sections:

• KPIs
  • Incident Count: Displays the total number of open and resolved incidents in the last 13 months along with the backlog incidents
  • Topics w/o associated to PRBs: Displays the number of incident topics that do not have any associated problems
  • Digital.ai Recommends Researching: Displays recommendations and further actions for improvement plans to improve service delivery. For example, if the Incident MTTR (Days), that is, the number of days taken to resolve incidents is higher than the average Incident MTTR (Days) then these recommendations can be utilized for researching to reduce MTTR and to improve service delivery.
• Incident Topic Clusters w/o Associated PRBs by Volume: This section is driven by the filters in the dashboard. After you select the required Executive Leader and Senior Leader from the filters, the Incident Topic Clusters w/o associated PRBs by Volume section is refreshed with the corresponding incident topic clusters where you can view the number of incident topic clusters that do not have any associated problems.
  You can further drill down the required topic cluster to view the incidents associated with those topic clusters. You can also view the Incident Count, Average MTTR (Days), and % of Incident Count .
  • Topic Cluster: Displays the count of incident topic clusters created in the last 13 months
  • Incident Count: Displays the total number of open and resolved incidents in the last 13 months along with the backlog incidents
  • Average MTTR (Days): Displays the average time take taken to resolve incidents in the last 13 months
  • % of Incident Count: Displays the percentage of opened incidents for that particular cluster to the incident volume irrespective of topic without problem flag for the selected filter in the last 13 months
• Incident Details: The Incident Details section enables you to view the total number of incidents for the selected topic clusters and its corresponding details such as Incident Short Description, Assignment Group, Business Service, Location, and so on. This section is driven by the selection of the required topic cluster from the Incident Topic Clusters w/o Associated PRBs by Volume section in the last 13 months.

Metrics used