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How to Build an Incident Management Dashboard for Top 10 Incidents in Excel

Last modified: December 3, 2019
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Estimated reading time: 2 min


How to Build an Incident Management Dashboard for Top 10 Incidents in Excel with SQL Analysis Services (Northcraft Cube for ServiceNow).


It is important to know which groups are the most effective in solving critical incidents to determine their respective efficiency. To do this, we can visualize the top ten in a chart.

This is an old school Excel report, which is merely one of the myriad visualization options that are available.  To learn more about Northcraft’s analytical solutions, take a look at our Resources page.

This video provides step-by-step instruction, or you can follow the steps listed here.

PivotTable

Step 1: Fist, select ‘Incidents Closed’ in the ‘PivotTable Fields’ tab from your Northcraft SSAS Cube.

Step 2: Select “Hierarchy – Assignee”

Step 3: In order to see which assignee group, sort the rows in the ‘Incidents Closed’ column from largest to smallest

Step 4: Helpdesk closed the most, but which group closed the most critical incidents? To visualize this aspect of the data, we need to add in ‘Priority’ to a set of columns.

Step 5: Click and drag ‘Priority’ to the ‘Columns’ field. Remember, you can always find the needed field with the meta data search bar.

Step 6: To make the data more able to communicate clearly what we want to know, we will sort the ‘Hierarchy – Assignee’ column with a right click and use of the dialogue boxes to select ‘Top 10’

Step 7: Sort by ‘Incidents Priority Critical’

Step 8: From the clarified, filtered data, we can see that Operations Support has closed the highest amount of critical incidents

Step 9: In the ‘Insert’ tab, select the ‘Insert a column or bar chart’ button

Step 10: Select the ‘100% stacked column’ option

Step 11: Select the style button on the right side of the chart

Step 12: Select your applicable style from the menu and you’re done. The chart shows Operations as the main solver of critical incidents

 


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