Overview

Information Technology Service Management (ITSM) refers to all the activities that organizations do to offer IT support and services to customers and employees. Software solutions has to ensure that all the involved teams work together as efficient as possible and ideally, provide a complete end-to-end experience.

This dashboard provides a set of gadgets to facilitate the spot of business changes, so the ITSM team can deliver an amazing employee and customer experience.

From a rapid detection of requests' debt (how quick your request are created vs resolved), or SLAs radiators, to customer satisfaction or key services status. Agents will collaborate and respond better and quicker, thanks to a easier adaptation to the daily changes and challenges.

Check the DevOps Software Team template to see how to integrate Ops teams in your flow of work

Gadgets

This dashboard template comes with a set of gadgets that you can organize as you see fit: Configure, remove or add more gadgets (see Add and Configure Gadgets).

TIME TO RESOLUTION

Display the average time to resolution for all requests in a period of time

TIME TO FIRST RESPONSE

Display the average time to first response for all requests in a period of time

CUSTOMER SATISFACTION

Display the customer satisfaction average rating in a period of time

AGENTS' WORKLOAD

Display the workload of agents for the period of time selected

SLA BY PROJECT

Display information about a specific SLA in service management projects during a specific period of time

SERVICE STATUS

Display in real time the status of your services

SERVICE DESK QUEUE

Display a specific queue with the key information for each request

CREATED VS RESOLVED REQUESTS

Display the number of requests created and resolved from a specific queue of your service desk, over a period of time

IQL SEARCH

Display corporate assets and their information based on a IQL query

Current integrations

  • :jira_service_management:

  • :statuspage:

We are working on our growing catalog of Dashboard Integrations: Supported Products, but drop us a line in case you want us to expedite a specific one, visit our Help Center.

See also