Dashboard Defaults

This section describes the Service Desk default dashboards.

Service Desk Analyst Dashboards

Default dashboards for Service Desk Analysts:

Dashboard Parts Name	Description
My Open Tasks	Grid view of all the open tasks assigned to the logged-in analyst.
My Active Incidents	Grid view of all the incidents in active state assigned to the logged in analyst.
Incidents Breaching Today	Grid view of all the incidents owned by the logged in analyst that will have breached the default escalation time during the day.
Unassigned Self Service Incidents	Incidents submitted from Self Service that do not have owners assigned.
All Active Priority 1 Incidents	Incidents in active status that have a priority of 1.

Service Desk Manager Dashboards

Default dashboards for Service Desk Managers:

Dashboard Parts Name	Description
Incidents Breaching Today	Grid view of all the incidents owned by the logged in analyst that will have breached the default escalation time during the day.
My Team's Active Incidents by Owner	Total count of all incidents in active status by assigned owners in the logged in user's team, drills down to each owner's incidents by priority.
Unassigned Self Service Incidents	Incidents submitted from Self Service that do not have owners assigned.
My Team's Active Incidents by Priority	Total count of all incidents that are in active status by assigned owners in the logged in user's team, organized by priority.
Top 5 Services with Active Incidents	Total count of all incidents in active status grouped by service.

Incident Survey Dashboards

Default dashboards for viewing incident survey results:

Survey dashboards are available only to Service Desk Managers.

Dashboard Parts Name	Description
Owner by Category	Average score for each survey question category grouped by incident owner.
Survey Results by Owner	Average score for total number of survey results grouped by incident owner.
Owner Team by Category	Average score for each survey question category grouped by incident owner team.
Survey Results by Owner Team	Average score for total number of survey results grouped by incident owner team.
Service by Category	Count for each survey question category by incident service.
Survey Results by Service	Average score for total number of survey results by incident service.

Survey Dashboards

Default dashboards for viewing both incident and service requests survey results:

Survey dashboards are available only to Service Desk Managers.

Dashboard Parts Name	Description
Customer Satisfaction Rating	Bar chart of the average ratings from customers, grouped by the survey metrics fields.
Customer Satisfaction over Time	Line chart of the average ratings from customer, grouped by survey metrics per month, over the course of a year.
Service by Category Average Score	Grid view of the average numeric ratings from customers, grouped by the survey metrics for each services.
Survey Average Score by Owner Team and Category	Grid view of the average numeric ratings from customers, grouped by the survey metrics for each owner team.
Survey Average Score by Owner and Category	Grid view of the average numeric ratings from customers, grouped by the survey metrics for each owner.
Survey Results by Owner Team	Grid view of the average numeric ratings by customer organizational units, for each owner team.
Survey Results by Service	Grid view of the average numeric ratings by customer organizational units, for each service.
Survey Results by Owner	Grid view of the average numeric ratings by customer organizational units, for each owner.

Cost Management Default Dashboards

Default dashboards for cost management:

Dashboard Parts Name	Description
Service Item Expenses (last 30 days)	Table shows the sum of all item expenses (direct costs) for each service for the last 30 days. Click any part of the row to open the Expense Line record.
Total Service Expenses (last 30 days)	Table shows the sum of all the item expense (direct costs) and supporting expenses for each Service for the last 30 days. Click any part of the row to open the Expense Line record.
Item Expenses (historical)	Line chart shows the sum of all item expenses (direct costs) for each service by month.
Total Service Expenses (historical)	Line chart shows the sum of all the item expense (direct costs) and supporting expenses for each service by month.

Configuration Management Default Dashboards

Default dashboards for Configuration Managers:

Dashboard Parts Name	Description
Configuration Items by Type	Total count of all configuration items grouped by type.
Configuration Items by Status	Total count of all configuration items grouped by status; drills down to configuration item type.
Computers by Operating System	Total count of all the configuration items of type computers, grouped by operating system.
Variance Report	Shows a list of all the configuration items that have been updated since their last recorded baseline was taken.
Installed Software by Usage	Total count of all installed software, grouped by usage frequency.
Top 5 CIs with Active Changes	Top 5 configuration items by configuration item name that are a part of active changes.
CIs with Incidents	Total count of all configuration items, by configuration item name, that are associated with incidents.

Change Management Default Dashboards

Default dashboards for Change Managers:

Dashboard Parts Name	Description
Top 5 CIs with Active Changes	Pie chart of the top 5 configuration items with associated changes.
Changes Pending Approval	Grid view of all changes that are in pending approval state.
Active Changes by Type	Bar chart of all open changes sorted by type of change.
Variance Report	Shows a list of all the configuration items that have been updated since their last recorded baseline was taken.
Major Changes	Total count of all the changes of type major (saved search).
Requested Changes	Changes that are in requested status.

Knowledge Management Default Dashboards

Default dashboards for knowledge roles:

Dashboard Parts Name	Description
Most Viewed Articles	Knowledge articles that have been viewed the most in Self Service; drills down to the list view.
Least Viewed Articles	Knowledge articles that have been viewed the least in Self Service; drills down to the list view.
Articles with Pending Actions	Articles that are in pending approval status, specifically the task created is in logged, assigned, or accepted status (saved search); drills down to the list view to show the records for each of the defined states.
Highest Rated Articles	Knowledge articles that have been given the highest ratings in Self Service; drills down to the list view.
Articles which Solved Incidents	Knowledge articles that were used to resolve incidents in Self Service (saved search; drills down to the list view.
Articles with Feedback last 30 days	Knowledge articles that have received feedback in Self Service within the last 30 days (saved search); drills down to the list view.

Default dashboards for Knowledge Managers:

Dashboard Parts Name	Description
Articles Last 30 days by Category and Author	Total count of knowledge articles that have been created within the last 30 days, grouped by category and drills down to author; drills down to the list view of records for each author grouping.
Knowledge Articles by Status	Total count of knowledge articles grouped by status, which drills down to the list view of records for each status.
Knowledge Articles Expired this Month	Total count of knowledge articles by category that have expired within the last month, which drills down to the list view of records.
Knowledge Articles Created this Year by Month, Category	Total count of knowledge articles that have been created within the last year, grouped by month; drills down to grouped by category, which further drills down to the list view of records of the same category.
Knowledge Articles by Collection and Type	Total count of knowledge articles grouped by collection, and further grouped by category within each collection.
Knowledge Views by Category	Sum of all knowledge articles grouped by category.

Problem Management Default Dashboards

Default dashboards for Problem Managers:

Dashboard Parts Name	Description
CIs with Incidents	Bar chart of CIs that have associated incidents, shows the total incident count per configuration item.
Top 5 Services with Active Incidents	Pie chart of the top 5 services that have associated incidents within the specified period; drills down to the categories within each service.
Changes Implemented during <x> period	Pie chart of the change categories of changes implemented within the specified period; drills down to a list view of the number of associated changes within the selected category.
Active Priority 1 Problems	Grid view of problems that are open, with a priority of 1.
Logged Problems	Grid view of problems that are in logged status.

Release Management Default Dashboards

Default dashboards for release:

Dashboard Parts Name	Description
Active Emergency Releases	Grid view of all releases that are of type emergency, which are in active state.
All Major Releases	Grid view of all releases by type major.
Changes Scheduled in Last 7 Days	Grid view of all changes that are in scheduled status within the last 7 days.
CIs with Active Releases	Pie chart of configuration items, including services, that are affected by releases in active status.
Releases by Status	Pie chart of total count of releases sorted by status of the release (for example, active, closed, waiting, draft); drills down to a grid view of release records matching the selected status.

Inventory Management Default Dashboards

Hardware Inventory

Predefined hardware inventory dashboards:

Dashboard Parts Name	Description
Audit Inventory Status	Pie chart shows the total count of the states of the audit inventory agent task, which are as follows: complete, canceled, or pending.
Audit Age	Bar chart shows the last audit date, grouped by the total count of configuration items that were audited on that date; drills down to the configuration item records.
Top 5 Computer Manufacturers	Bar chart shows the top 5 computer manufacturers in ascending order by total count; drills down to show the total count of records for each manufacturer in a grid view.
Memory	Bar chart shows the total count of configuration items grouped by memory; drills down to show the total count of records by memory in a grid view.
Computers with free disk space	Line chart shows the total count of computers by the percentage of free disk space; drills down to show the total count of records by disk space in a grid view.
Computers by CPU	Bar chart shows the total count of computers, grouped by CPU; drills down to show the total count of records by CPU in a grid view.
Hardware Changes since Yesterday	Grid view of the hardware changes in the last 24 hours, which includes hardware added, removed, or updated; drills down to show the details of the record.

Software Inventory

Dashboard Parts Name	Description
Software by Manufacturer	Pie chart shows the total count of software products, grouped by manufacturer; drills down to show the total count of software records for each manufacturer in a grid view.
Installed Software by Usage	Bar chart shows the total count of software grouped by usage frequency; drills down to show the total count of software records for each frequency type (for example, daily) in a grid view.
Operating System by Type	Bar chart shows the total count of configuration items grouped by operating systems; drills down to show the total count of records by operating system in a grid view.
Software by Execution Environment	Bar chart shows the total count of software, grouped by execution environment (local, remote, virtual); drills down to show the total count of records by execution environment in a grid view.
Software Added the Past 7 Days	Grid view of the saved search that searches the software inventory (or identity business object) for software discovered within the past 7 days.
Software Changes since Yesterday	Grid view of the software changes in the last 24 hours, which includes software added, removed, or updated; drills down to show the details of the record.