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Problem Management Dashboard

Last modified: June 4, 2019
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Estimated reading time: 3 min


Problem Management Dashboard


In this article, we will be examining the metric problems with solutions or workarounds, building a dashboard around the comparison between the problems and workarounds. We’ll make use of a Treemap to aid in drilling down through the data, and also some cards to show the simple comparisons.

In order to learn more about the capabilities of this dashboard, you can watch this video from our YouTube channel:

Or you can follow these steps:

Step 1: To begin, select the multidimensional database (MDB) ‘ITIL Metric for ITSM 4075 – RemDash’

Step 2: Select the cube labeled ‘Problem Management’

Step 3: Click on the ‘OK’ button to finish importing the data

KPI

Step 4: Now select the search bar to start analyzing the data, so start by typing in ‘workaround’

Step 5: Since we’re going to start building a KPI, we need a status, goal, and trend. So first, select the ‘Value’ field under ‘Percentage of Problems with Solutions or Workarounds’

Step 6: Select ‘Goal’ from directly under the last field

Step 7: Now click on the search bar, delete the last query, and type in ‘calendar’

Step 8: Now select the ‘Month’ field from under ‘Calendar Date’

Step 9: Now we’ll finish this widget by selecting ‘KPI’ from under ‘Visualizations’

Card

Step 10: Now select the search bar, delete the last query, and type in ‘workaround’

Step 11: Now (making sure that we’re deselected from the last widget) select the field ‘Problems With Workarounds’ under ‘Counts’

Step 12: Now we’ll rearrange this widget to make the dashboard neater. I’ll be rearranging the dashboard between steps so keep that in mind

Step 13: Now change this widget to a ‘Card’

Card

Step 14: Now select the search bar, delete the last query, and type in ‘solutions’

Step 15: Now select the ‘Problems With Solutions’ field

Step 16: Now change this widget to a ‘Card’ as well

Card

Step 17: Note how few solutions there are compared to workarounds. Next, select the search bar, delete the last query, and type in ‘total’

Step 18: Now select the ‘Problems Total’ field under ‘Counts’

Step 19: Now select the ‘Card’ visualization to change the widget

KPI

Step 20: Now select the search bar, delete the last query, and type in ‘time to’

Step 21: Since we’re doing another KPI’, select ‘Value’ from under ‘Average Time to Create Solution’

Step 22: Select ‘Goal’ from under the last field

Step 23: Now select the ‘KPI’ widget

Step 24: Select the search bar, delete the last query, and type in ‘calendar’

Step 25: Now select the ‘Month’ field from under ‘Problem Reported On Date’

Card

Step 26: Now select the search field, delete the last query, and type in ‘time to’

Step 27: Select the field labeled ‘Average Time to Create Workaround’ from under ‘Performance Metrics

Step 28: Change the widget to a ‘Card’

Treemap

Step 29: Select the search bar, delete the last query, and type in ‘product’

Step 30: Now we’re going to start building a Treemap that will allow us to drilldown in the dashboard’. First, select the ‘Product Name’ field

Step 31: Now select the search bar, delete the last query, and type in ‘total’

Step 32: Now select ‘Problems Total’ from under ‘Counts’

Step 33: Now select ‘Treemap’

Step 34: Notice that we can click on areas of the Treemap to highlight them in the rest of the dashboard

Step 35: For example, we can see that for this Remedy product there are 84 problems with solutions. Simply click on the same area again to remove the focus.

Table

Step 36: Now for the last widget, select ‘Table’ from under ‘Visualizations’

Step 37: Now we’ll bring in some fields to the table. Select the search bar, delete the last query, and type in ‘product’

Step 38: Select ‘Product Name’

Step 39: Select the search field, delete the last query, and type in ‘total’ again

Step 40: Select ‘Problems Total’ from under ‘Counts’

Step 41: Select the search bar, delete the last query, and type in ‘workaround’

Step 42: Select ‘Average Time to Create Workaround’ from under ‘Performance Metrics’

Step 43: Select the search bar, delete the last query, and type in ‘percentage’

Step 44: Scroll down to select ‘Percentage of Critical Problems with Solutions’ from under ‘Performance Metrics’

Step 45: Now we have a full interactive dashboard displaying all the data that helps us understand our problems, and their solutions and workarounds

 


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