The Service Management dashboard shows how your service desk is performing against the agreements you have defined. Every measurement is graded against your SLA target and against your own internal goal, and those grades roll up through a tree, so you can read overall performance at the top and work down to whatever is behind it.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Service Management.
How it works
Go to Analytics > Service Management. The dashboard has three parts: the measurement tree on the left, two charts across the top, and the details of the selected measurement underneath them.
Nothing is entered on this screen. It reads the measurements you configured under Settings > SLA/SLM and shows their current results. Select any measurement in the tree to load it into the charts and the details below.
Calculated and non-calculated measurements
The tree rolls up because measurements come in two kinds, and the difference is what makes the dashboard readable at more than one level.
A calculated measurement runs a formula over a data set of service record values and produces a number, such as an average time to respond. A non-calculated measurement has no formula of its own. It averages the grades of its child measurements, weighted by each child's Weight, and reports that.
So the leaves of the tree are the real numbers, and every level above them is a summary of the level below. Start at the root for a single figure covering everything, then open a branch to see which part of it is weak.
Grades, not values
Both charts show a grade rather than the measured value. A grade comes from comparing the measured value against the optimum, warning, and critical thresholds you set on the measurement, so a response time of 35 minutes against a 30-minute target becomes a percentage you can compare with any other measurement.
The gauge shows the current grade. Its green, yellow, and red zones come from the spacing of your own optimum, warning, and critical values, and the label at its center names the formula behind the number, such as Average. The second chart plots the grade over the last 60 days, which is where a measurement that is drifting shows up before it breaches.
What you get out of the box
Your account arrives with 13 predefined measurements already arranged into a tree, so the dashboard has something to show before you configure anything:
Service Management, the root, which averages everything below it
Incident Management, covering Percent resolved by First level, Average time to resolve incidents, Percent of Incidents Re-assigned, Percent of re-opened Incidents, Average time to respond, Percent of Incidents entered manually, and Percent of Urgent Incidents
Problem Management, covering Percent of Problems opened
Change Management, covering Percent of Change Mng processes opened
The four group measurements are non-calculated, and the nine beneath them are calculated. You can rearrange this tree, or build another alongside it, using the Parent Measurement field on each measurement.
Dashboard controls
Control | What it does |
|---|---|
Expand all | Opens every level of the tree. |
Collapse all | Closes the tree back to its first level. |
Show data for Measurement | Selects which tree to display. The list contains every measurement that has no parent measurement, so each one is the root of its own tree. |
Recalculate | Refreshes every measurement in the open tree against current data. |
Limitations
Grades are recalculated once a day, so the figures you are reading can be up to a day behind the service records they describe. Recalculate forces a refresh of the open tree when you need the current position.
Measurements only include service records that carry an agreement, which means records created after the agreement was set. To learn more about what this covers, see SLA/SLM Guide.
Next steps
Reading the dashboard usually leads to changing something behind it.
Adjust the thresholds a measurement is graded against, or its weight in its parent. To learn more about measurement settings, see Measurement Edit.
Add a measurement for something you are not yet tracking. To learn more about measurements, see Measurements.
Change the data set a measurement runs over. To learn more about measurement lists, see Measurement Lists.