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ITSM Dashboards

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In this lesson, you will learn:

  • Reports versus indicators
  • What goes on Daniel’s dashboard
  • How to lay it out
  • How to share it

🔁 Quick look back: Last time: ITSM KPIs Process Owners Watch. You learned the KPIs each SNWR process owner watches, and why each one matters.

1 “I build my slides by hand”

Every Monday, Daniel spends two hours on his weekly slides.

  • He exports lists to a spreadsheet.
  • He makes charts by hand.
  • By Tuesday, the numbers are out of date.

🎯 The problem: Hand-made reports take time, and they’re old as soon as they’re done.

👉 The fix: build one dashboard that’s always up to date.

2 Reports and indicators

Key term: Report

A chart or list of records right now, like open incidents by priority.

Key term: Indicator

A number collected every day, so you can see the trend over time.

Key term: Dashboard

A page with several reports and indicators together.

The SNWR Service Desk Overview dashboard. Top row: open incidents by priority, a report. Mean time to resolve, an indicator trend over 12 weeks. First-contact resolution, an indicator at 68%. Bottom row: incidents breaching SLA today, a list. A note says Daniel reviews it every Monday.
Figure 1. Always up to date, for Daniel’s Monday review.

3 Layout tips

  • Most important number top left.
  • Trends need indicators; snapshots can be reports.
  • Six widgets or fewer.

📦 Entitlement check: Indicators that collect data every day need Platform Analytics. More indicators and features come with ITSM Advanced. Check what SNWR has.

💡 Good to know: Need a refresher? See Fundamentals › Platform Analytics › Building Dashboards.

4 Let’s try it: build the dashboard

  1. Open Platform Analytics and create a dashboard named SNWR Service Desk Overview.
  2. Add a report: open incidents grouped by priority.
  3. Add the ready-made indicator for mean time to resolve, as a trend.
  4. Add a list of incidents with a breached SLA.
  5. Share the dashboard with Daniel and the SNWR Service Desk group.

5 Quick recap

  • A report shows now; an indicator shows the trend
  • A dashboard puts them together
  • Most important number top left
  • Six widgets or fewer
  • Share it with the people who use it

6 Check yourself

Think of your answer first. Then tap to check.

1 Report or indicator: which shows a 12-week trend? Show answer

An indicator.

2 How many widgets should the dashboard have? Show answer

Six or fewer.

3 Who is SNWR Service Desk Overview for? Show answer

Daniel, for his weekly review.

4 Why a dashboard instead of slides? Show answer

It’s always up to date, with no manual work.

Nice work! Daniel’s Monday review now builds itself. 🎉
Next up: Satisfaction Surveys on Incident Close

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