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Incident Avoidance Opportunities dashboard

The Incident Avoidance Opportunities dashboard enables you to in identify opportunities that can result in potential cost savings. This can be achieved by avoiding certain types of Incidents, such as Incidents that were closed without any action, Incidents that were wrongly categorized, or Incidents that were mass-closed, thereby helping businesses save costs that would have otherwise been spent on resolving these Incidents.

Using this dashboard, IT Managers can look at the opportunities of avoiding such Incidents and get an understanding of the potential cost savings. You can drill down and gather detailed information about these Incidents, their associated CIs, assignees, keywords, and so on that can help you plan better and minimize such Incidents in the future.

As an IT Manager or Leader, this dashboard can help you in the following business scenarios:

• Understand the trend of mass closure, miscategorized, or no-action Incidents as compared to the previous month
• Look at the estimated cost required to fulfill these Incidents and compare that with the potential cost savings that can be realized by avoiding the Incidents
• Derive insights into overall Incident avoidance opportunities categorized based on Configuration Items

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

The Incident Avoidance Opportunities dashboard contains the following sections:

• KPIs:
  • Top Incident Avoidance Opps: Displays the top number of opportunities that were identified in the last 30 days to avoid no-action, mass closure, and miscategorized Incidents.

    An avoidance opportunity is identified if the 30-day growth % of such Incidents for a given CI and subcategory is more than a specified threshold value. By default, the value is set at 30% and can be configured according to your requirements.

  • Overall Potential Avoidance Savings: Displays the overall cost savings that could have been achieved in the last 30 days by preventing mass-closure, no-action, and miscategorized Incidents.
  • Estimated Total Incident Costs: Displays the total estimated cost of all closed Incidents in the last 30 days calculated based on cost per Incident value.
  • Incidents Count: Displays the total number of No-action, Mass closure, or Miscategorized Incidents that were closed in the last 30 days. The KPI displays count relevant to the type of Incident that is selected from the tabs below.
  • Incidents Potential Savings: Displays the total cost savings that could have been achieved in the last 30 days by preventing mass-closure, no-action, or miscategorized Incidents. The KPI displays savings relevant to the type of Incident that is selected from the tabs below.
• No Action Opportunities: On clicking the No Action tab, the grid displays information about No-action Incidents categorized by Subcategory and associated Configuration Items.

  No-action Incidents are Incidents that were closed without any action being taken on them and are determined by the Incident Close Code value. For example, Incidents that were closed with the Close Code as 'Closed/Resolved by Caller'.

  This grid also displays the number of No-action Incidents that were closed in the last 30 days, estimated cost savings that you could have achieved by preventing these Incidents, and a 30-day growth comparison with the previous month's data. Incidents whose growth rate is more than the specified threshold value (30% by default) are highlighted and are considered as an Incident Avoidance Opportunity.

  Note: The estimated Incident cost savings are calculated based on the cost per Incident metric.

  You can click on any of the cells to drill down and view more details about Incidents that are related to the selection.

• Miscategorized Opportunities: On clicking the Mis-Categorized tab, the grid displays information about Miscategorized Incidents grouped by Subcategory and associated Configuration Items.

  Miscategorized Incidents are Incidents that were wrongly classified as Incidents while they could have been Requests. For example, password resets which are Requests are miscategorized as Incidents. By default, Incidents are miscategorized based on a set of keywords specified by a property or based on the Incident Close Code value. The default configurations can be modified to suit your business needs.

  This grid also displays the number of Miscategorized Incidents that were closed in the last 30 days, estimated cost savings that you could have achieved by preventing these Incidents, and a 30-day growth comparison with the previous month's data. Incidents whose growth rate is more than the specified threshold value (30% by default) are highlighted and are considered as an Incident Avoidance Opportunity.

  Note: The estimated Incident cost savings are calculated based on the cost per Incident metric.

  You can click on any of the cells to drill down and view more details about Incidents that are related to the selection.

• Mass Closure Opportunities: On clicking the Mass Closure tab, the grid displays information about huge volumes of Incidents that were closed within a short span of time.

  By default, if 50 Incidents associated with the same Configuration Item are closed by a specified assignee within 10 minutes, then these Incidents are classified as Mass Closure Incidents. The default values can be modified based on your business requirement.

  The data in the grid is categorized by Subcategory and associated Configuration Items, and displays the number of Mass Closure Incidents in the last 30 days, estimated cost savings, and a 30-day growth comparison with the previous month's data. Incidents whose growth rate is more than the specified threshold value (30% by default) are highlighted and are considered as an Incident Avoidance Opportunity.

  Note: The estimated Incident cost savings are calculated based on the cost per Incident metric.

  You can click on any of the cells to drill down and view more details about Incidents that are related to the selection.

• Overall Incident Avoidance by Configuration Item: Displays the total number of Incidents closed in the last 30 days, and potential avoidance savings and 30-day growth percentage for all avoidable Incidents (No-action, Mass closure, and Miscategorized Incidents) categorized based on the Configuration Item.

  The data is displayed as heat maps where the squares denote Configuration Items, the size of the squares signify potential savings, and the colors represent the total Incident volume. This section is driven by the dashboard level filter and you can select a square to drill down and view more details about the related Incidents.

• Incident Details: This section displays detailed information about Incidents, such as Incident number, short description, Close Code value, opened date, opened by, assignment group, closed by manager, associated CI, Subcategory, and Incident cost.

  You can select a specific Incident to view keyword analysis derived from the Incident's text fields.

• Descriptive Keyword Analysis: Displays the list of keywords identified from the Incident's text fields and its occurrence count that can help in deriving insights by observing Incident descriptions.

  This data in this report is driven by selections made in any of the previous sections.