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Major Incident Performance Results dashboard

The Major Incident Performance Results dashboard enables you to understand the results of analyses that were derived from the service delivery performance measures for major Incidents. You can view if the performance parameters result in any improvement and can review the improvement trends across a time period, thereby helping you understand if the organization has benefited from these improvements.

As an Executive Leader, you can use this dashboard for the following analysis:

Review KPIs to understand if certain delivery performance factors related to major Incidents are showing improvements
Review the trend of improvements with respect to major Incident MTTR, CI availability, unplanned downtime
Review the recommendations provided for top outliers and take corrective actions to improve delivery performance for major Incidents

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

The Major Incident Performance Results dashboard consists of the following sections:

Major Incident Volume Reduction: Displays the percentage of reduction in the number of major Incidents. Calculated by comparing the volume of major Incidents in the current month with the average of major Incidents raised in the last 12 months.
Major Incident SLA Improvement: Displays the percentage of improvement in meeting SLAs for major Incidents. Calculated by comparing the SLA of the current month with an average of SLA for the last 12 months.
Major Incident Volume and MTTR Trend: Displays the trend of major Incident count and MTTR metrics for the last 12 months. The bars in the graph represent major Incident volume and the line represents MTTR in days.
Minor Incident Volume and MTTR Trend: Displays the trend of minor Incident count and MTTR metrics for the last 12 months so that you can perform a comparative analysis between major and minor Incidents. The bars in the graph represent minor Incident volume and the line represents MTTR in hours.
Unplanned Outage Reduction: Displays the percentage of reduction in the number of unplanned Outages. Calculated by comparing the volume of unplanned outages in the current month with the average of unplanned outages in the last 12 months.
Unplanned Downtime Reduction: Displays the percentage of reduction in downtime caused due to unplanned outages. Calculated by comparing the unplanned downtime of the current month with an average of unplanned downtime in the last 12 months.
Unplanned Outages and Downtime (Hours) Trend: Displays the trend of unplanned Outages and downtime caused in the last 12 months. The bars in the graph represent the count of unplanned Outages and the line represents unplanned Downtime in hours.
CI Availability Improvement: Displays the percentage of improvement in terms of the availability of impacted CIs. Calculated by comparing the CI Availability of the current month with an average of availability over the last 12 months.
CI Hotspots Reduction: Displays the percentage of reduction in the number of CI Hotspots. Calculated by comparing the CI Hotspots of the current month with the average of hotspots over the last 12 months.
CI Availability and CI Hotspots Trend: Displays the trend of CI Availability and number of CI Hotspots in the last 12 months. The bars in the graph represent the count of CI Hotspots and the line represents CI Availability percentage.
Recommendations: This section provides recommendations about top outliers that can help you take suitable actions to improve the delivery performance and impact of major Incidents. For example, if the CI availability for a particular CI has not improved in the last 12 months, you can determine the root cause and take measures to increase the CI availability.

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

Metrics used

Metric Name	Description
Major Incident Volume Reduction	Reduction rate of major Incidents calculated by the ratio of opened major Incidents in the last 30 days as compared to major Incidents opened in the last 12 months
Major Incident SLA Improvement	Percentage of improvement for all Major Incidents that are closed and have met all SLAs. Calculated by comparing the percentage for current month with the average for last 12 months.
Major Incidents	Total number of major Incidents raised in the last 12 months
MTTR (Hours)	Average time taken to resolve major Incidents in the last 12 months
Minor Incidents	Total number of minor Incidents raised in the last 12 months
Unplanned Outage Reduction	Reduction rate of unplanned Outages calculated by the ratio of unplanned Outages in the last 30 days as compared to unplanned Outages over the last 12 months
Unplanned Downtime Reduction	Reduction rate in unplanned downtime calculated by the ratio of unplanned downtime in the last 30 days as compared to unplanned downtime over the last 12 months
Unplanned Outages	Total number of unplanned Outages caused in the last 12 months
Unplanned Downtime	Total time (in hours) lost due to unplanned outages in the last 12 months
CI Availability Improvement	Percentage of improvement in the availability of CIs impacted by unplanned outages. Calculated by comparing the percentage for current month with the average for last 12 months.
CI Hotspots Reduction	Reduction rate of CI Hotspots calculated by the ratio of CI Hotspots in the last 30 days as compared to CI Hotspots over the last 12 months
CI Hotspots	Total number of Count of CI Hotspots in the last 12 months A CI becomes a hotspot when the Major Incident Growth Rate is 20% greater than the month prior to last 30 days
CI Availability	Availability percentage of impacted CIs in the last 12 months
Recommendation Metric Value	List of metrics identified for providing recommendations on dashboards
Recommendation Trigger Value	Trigger condition to decide when a recommendation is required