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Service Delivery Acceleration Summary dashboard

The Service Delivery Acceleration Summary dashboard provides insights into the acceleration aspect of service delivery such as MTTR for incidents, delivery friction for catalog items, opportunities for proactive problems assessment, and increasing trends of requests for catalog items. You can also understand the trend of these factors over a period of time and can analyze data relevant to Group Managers or Assignment Groups. The insights provided by this dashboard enable you to identify areas where the service delivery is impacted and finding ways to improve service delivery.

This dashboard can help Business leaders or Service Managers with the following scenarios:

• 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 filters in the dashboard to analyze data related to a specific Group Manager or Assignment Group.

The Service Delivery Acceleration Summary dashboard consists of the following sections:

• MTTR (Days): Displays the average number of days taken to resolve incidents in the last 30 days
• Service Delivery Friction: Displays the service delivery friction rate for Catalog Items in the last 30 days
• Proactive Problem Opps: Displays the growth of Incident Topic Clusters which represent the top 60% of topic incident volume by configuration items in the last 13 months
• Hotspots: Displays the number of request trends with more than 20 % growth in the last 30 days
• Impacted Teams: Displays the number of impacted teams that is, the sum of teams of MTTR Impact and Delivery Friction Impact.
• Incident MTTR by Group: The Incident MTTR by Group section provides detail insights into the number of incidents, the average number of days taken to resolve incidents, and 30- day growth of incidents, and so on.
  • Incident Count: Displays the count of opened incidents raised in the last 30 days
  • MTTR (Days): Displays the average number of days taken to resolve incidents in the last 30 days
  • 30-Day Growth: Displays the growth of incidents volume in the last 30 days as compared to last to last 30 days
• Increasing Delivery Friction by Catalog Item: The Increasing Delivery Friction by Catalog Item section displays the time taken by the Assignment Group to resolve the number of incoming requests and the impact of an increasing volume of tickets on the delivery time and thereby getting complete insights into the service delivery friction.
  • Request Volume: Displays the total number of requests in the last 30 days
  • Avg Delivery Days: Displays the average time take taken to resolve requests in Catalog Items in the last 30 days
  • Delivery Friction: Displays the delivery friction rate of Catalog Items in the last 30 days
  • 30-Day Growth: Displays the growth of service delivery friction in the last 30 days
• Proactive Problems by Configuration Item:
  • Proactive Problem Opps: Displays the growth of proactive problems by configuration items in the last 13 months
  • Incident Count: Displays the overall count of incidents caused by the configuration item in the last 13 months
  • 30-Day Growth: Displays the growth of proactive problems in the last 30 days
• Emerging Request Trends by Catalog Item: The Emerging Request Trends by Catalog Item section displays the overall volume of requests, the average delivery days taken to resolve requests, and 30-day growth in the last 30 days.
  • Request Volume: Displays the total number of requests in the last 30 days
  • Avg Delivery Days: Displays the average time take taken to resolve requests in Catalog Items in the last 30 days
  • 30-Day Growth: Displays the growth of requests volume in the last 30 days

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

Metrics used