ITSM / Dashboard

ITSM Dashboard

See service desk health at a glance, open backlog, SLA risk, and volume trends, so you can rebalance the team before tickets age out.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Alex Kim asks for ITSM metrics before the weekly ops review. Maya opens the dashboard, spots a backlog spike in Hardware after new hires, and reassigns Carlos before SLAs breach.

Before you begin

  • ITSM license enabled
  • Tickets submitted against published services

Overview

The ITSM Dashboard summarizes how your service desk is performing, ticket volume, resolution speed, and SLA compliance. Use it for standups, leadership updates, and spotting problems before employees chase IT in Slack.

For example

WorkVerge, last 7 days: 47 open tickets · 89% SLA adherence · avg resolution 1.8 days · top service: External Monitor Request (12 submissions).

Key metrics

You'll typically see:

  • Volume. Open, in-progress, and resolved ticket counts
  • Speed. Average resolution time and first-response time
  • SLA. Breached and at-risk tickets
  • Breakdown. Volume by service category and priority

Filter charts by date range, service, category, and team. A jump in VPN Access Request volume might mean a new contractor cohort onboarded without a deployment reminder.

Weekly review

  1. 1

    Open the ITSM Dashboard

    In ITSM, click Dashboard. You'll land on KPI cards and trend charts for the selected date range.

  2. 2

    Scan SLA and backlog

    Check open ticket count, at-risk items, and average resolution time before your standup.

  3. 3

    Drill by service or category

    Filter to Software Access or Hardware to see if Figma or monitor requests are driving the spike.

  4. 4

    Jump to the queue

    Open Service Requests or Team Requests to assign the tickets behind the numbers.

Pair with the queue

Metrics tell you that something changed; Service Requests tells you which tickets need action. Open both during ops reviews.

Operational health

Operational health cards highlight anomalies, backlog spikes, aging tickets, or services with rising volume, so leads can rebalance assignments early. If you just launched an ITSM Deployment (e.g. annual security attestation), expect a temporary spike; correlate dashboard movement with active campaigns.

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