# EDK - Dashboard Itsm 5

# ITSM Dashboard

IT Service Management — Period: June 2026

### Problem Management

Active & known problems

Open Problems

12

Known Errors

8

Resolved This Month

18

Avg Resolution14.2dRatio1:8.4

### Key Performance Indicators

8 core ITSM metrics at a glance

Open Incidents

47

↑ 12

Avg Resolution

4.2h

↑ 0.8h

Open Problems

12

↑ 3

Pending Changes

8

0

MTTR

3.8h

↑ 0.6h

Backlog

128

↑ 14

Reopen Rate

4.2%

↑ 0.8pp

FRT

12min

↑ 3min

ITSM Overview

### Service Desk Metrics

Open Incidents

47

↑ 12

Avg Resolution

4.2h

↑ 0.8h

Open Problems

12

↑ 3

Pending Changes

8

0
SLA Compliance: 94.8%Q2 2026

### Incident & Change Management

Priority movement

+8

Critical

+14

High

+18

Medium

### Change Management

This month's changes

Pending Authorization

8

Successful Changes

42

Failed/Rolled Back

2

Success Rate

95.5%

Normal Changes: 28Emergency: 6

### ITSM Metrics Matrix

Key indicators across all categories

View All →

Open Incidents

47 ↓ 12

Avg Resolution

4.2 ↓ 0.8h

Open Problems

12 ↓ 3

Pending Changes

8 0

MTTR

3.8 ↓ 0.6h

Backlog

128 ↓ 14

Reopen Rate

4.2 ↓ 0.8pp

FRT

12 ↓ 3min

SLA Compliance

94.8 ↓ 1.2%

FCR Rate

78.4 ↓ 2.1%

CSAT Score

4.2 ↓ 0.3

Total Assets

3 ↑ 48

Critical Incidents

8 ↓ 2

Avg Response

4.2 ↓ 0.3h

SLA Met

94.8 ↓ 1.2pp

Success Rate

95.5 ↓ 2.1%

CI Accuracy

96.8 ↓ 0.8%

Releases

42 ↓ 8

Open Tickets

128 ↓ 14

CI Items

3,247 total

### Incident Trend

Daily incident volume & resolved

Revenue Resolved

### Incident Category

By category this period

Hardware 28%
Software 32%
Network 18%
Security 12%
Other 10%

### Top Agents

This month's performance

View All →

Agent | Tickets | Resolved | Avg Time | CSAT
--- | --- | --- | --- | ---
David K. | 258 | 238 | 2.4h | 4.8
Sarah M. | 196 | 182 | 3.1h | 4.6
John P. | 174 | 158 | 2.9h | 4.3
Lisa R. | 142 | 138 | 1.8h | 4.9

Agent: David K.Total tickets: 258

### ITSM Activity

Real-time ticket updates

Live
AP

Invoice Paid — INV-2026-0882

ⓘ $24,500 · Vendor: TechDistrib · Net 30

12 min ago

Paid
AR

Payment Received — Customer: MegaCorp

ⓘ $86,200 · Invoice INV-2026-0741

35 min ago

Received
GL

Journal Posted — Depreciation June

ⓘ $42,800 · Fixed Assets depreciation

1 hour ago

Posted
TX

Tax Filing — PPh 21 June

ⓘ $38,400 · Filing prepared for submission

2 hours ago

Pending

### SLA Performance

Q2 2026 performance

P1 Resolution

$12.4M / $12.0M

P2 Resolution

$4.6M / $4.5M

P3 Resolution

$6.8M / $7.2M

Request Fulfillment

$2.8M / $2.5M
Overall: 94.8%Breaches: 12

### CMDB Summary

Configuration management

Total CIs

3,247

CI Accuracy

96.8%

Unmapped

18

Completeness

92.4%

Server CIs: 486Network: 342

### Release Pipeline

Upcoming & recent releases

Successful Releases

Monthly employee tax

Jul 10

HR App v3.2

Monthly VAT return

Jul 15

CRM Upgrade

Corporate income tax

Jul 20

Security Patch

Corporate tax return

Apr 30

### Open Incidents

Unresolved tickets requiring action

View Full →

ID | Title | Priority | Status | Agent | Age
--- | --- | --- | --- | --- | ---
INC-001 | Email system down | Critical | In Progress | David K. | 4h
INC-002 | VPN connection failed | High | Assigned | Sarah M. | 2h
INC-003 | File share permission error | Medium | Pending | John P. | 1d
INC-004 | Password reset request | Low | New | Lisa R. | 30m
INC-005 | Printer offline - Floor 3 | Medium | In Progress | David K. | 3h
INC-006 | ERP app slow response | High | Assigned | Sarah M. | 5h
INC-007 | New laptop setup | Low | New | John P. | 1h
INC-008 | Database connection timeout | Critical | In Progress | Lisa R. | 6h
INC-009 | VoIP phone system issue | High | Assigned | Mike T. | 2h
INC-010 | Antivirus update failure | Medium | Pending | Anna W. | 3h
INC-011 | Shared drive inaccessible | High | In Progress | David K. | 5h
INC-012 | Software license expired | Medium | Assigned | Sarah M. | 1d
INC-013 | Monitor display flickering | Low | New | John P. | 30m
INC-014 | Network switch port down | Critical | In Progress | Mike T. | 4h
INC-015 | Wireless connectivity drops | Medium | Pending | Anna W. | 2d
INC-016 | Printer driver update needed | Low | New | Lisa R. | 1h
INC-017 | Cloud storage sync failure | High | Assigned | Sarah M. | 3h
INC-018 | BI dashboard not loading | Medium | In Progress | David K. | 8h
INC-019 | Email attachment blocked | Low | Pending | John P. | 2h
INC-020 | Server certificate expired | Critical | In Progress | Mike T. | 1h
INC-021 | CRM login page error | High | Assigned | Anna W. | 4h
INC-022 | Backup job failed | Critical | In Progress | Lisa R. | 7h
INC-023 | VPN profile missing | Medium | New | David K. | 45m
INC-024 | Intranet portal down | High | Assigned | Sarah M. | 2h
INC-025 | USB device not recognized | Low | Pending | John P. | 1d
INC-026 | DNS resolution failure | Critical | In Progress | Mike T. | 3h
INC-027 | Mobile app crashing | Medium | Assigned | Anna W. | 5h
INC-028 | File restore request | Low | New | Lisa R. | 20m

Total Open: 47Critical: 8

### Popular Services

Most requested services this month

Service Catalog →

Invoice | Vendor | Amount | Due Date | Status
--- | --- | --- | --- | ---
INV-0882 | TechDistrib Inc. | $24,500 | Jul 05 | Due Soon
INV-0885 | CloudHost Ltd. | $12,800 | Jul 08 | Due Soon
INV-0888 | OfficePro Supply | $6,200 | Jul 10 | Future
INV-0890 | Consulting Plus | $18,000 | Jul 12 | Future
INV-0875 | MegaNetwork | $32,000 | Jul 03 | Overdue
INV-0901 | DataSys Solutions | $45,200 | Jul 02 | Overdue
INV-0902 | Prime Logistics | $15,600 | Jul 04 | Due Soon
INV-0903 | GreenEnergy Corp | $28,900 | Jul 05 | Due Soon
INV-0904 | SmartBuild Ltd. | $8,750 | Jul 07 | Due Soon
INV-0905 | MediCare Supplies | $19,300 | Jul 09 | Due Soon
INV-0906 | AquaPure Systems | $11,400 | Jul 11 | Future
INV-0907 | BuildRight Materials | $36,800 | Jul 13 | Future
INV-0908 | FreshFoods Group | $9,200 | Jul 14 | Future
INV-0909 | AutoParts Inc. | $22,600 | Jul 15 | Future
INV-0910 | CloudNet Services | $14,100 | Jul 16 | Future
INV-0911 | Sunrise Energy | $41,500 | Jun 28 | Overdue
INV-0912 | Urban Design Co | $7,800 | Jun 30 | Overdue
INV-0913 | SafeGuard Security | $5,400 | Jul 01 | Overdue
INV-0914 | EcoFriendly Pkg | $16,200 | Jul 02 | Overdue
INV-0915 | StarTech Systems | $33,000 | Jul 04 | Due Soon
INV-0916 | Blue Ocean Ltd. | $10,500 | Jul 06 | Due Soon
INV-0917 | Golden Gate Inc. | $27,300 | Jul 08 | Due Soon
INV-0918 | Silver Lake Corp | $6,800 | Jul 10 | Future
INV-0919 | Northern Lights Co | $38,100 | Jul 12 | Future
INV-0920 | Southern Cross Ltd | $13,400 | Jul 14 | Future
INV-0921 | Pacific Rim Group | $21,000 | Jul 16 | Future
INV-0922 | Atlantic Partners | $9,600 | Jul 17 | Future
INV-0923 | Highland Ventures | $17,800 | Jun 29 | Overdue
INV-0924 | Valley Industries | $4,200 | Jun 30 | Overdue
INV-0925 | RidgeTop Inc. | $29,500 | Jul 01 | Overdue
INV-0926 | Mountain View Corp | $11,200 | Jul 03 | Overdue
INV-0927 | RiverSide Ltd. | $25,400 | Jul 06 | Due Soon
INV-0928 | Harbor Freight Co | $7,100 | Jul 09 | Due Soon
INV-0929 | Ocean View Hotel | $34,600 | Jul 11 | Future
INV-0930 | Desert Palm Resort | $18,900 | Jul 13 | Future
INV-0931 | Forest Woods Ltd. | $8,300 | Jul 15 | Future
INV-0932 | LakeSide Properties | $42,000 | Jul 17 | Future
INV-0933 | FieldStone Group | $5,800 | Jul 18 | Future
INV-0934 | MeadowBrook Inc. | $15,500 | Jun 27 | Overdue
INV-0935 | HillTop Enterprises | $23,100 | Jun 29 | Overdue
INV-0936 | CrestView Solutions | $9,900 | Jul 02 | Overdue
INV-0937 | Peak Performance Ltd | $31,200 | Jul 05 | Due Soon
INV-0938 | Summit Strategies | $6,400 | Jul 07 | Due Soon
INV-0939 | BaySide Logistics | $19,700 | Jul 09 | Due Soon
INV-0940 | Coastal Trading Co | $12,300 | Jul 11 | Future
INV-0941 | Delta Distribution | $28,400 | Jul 14 | Future
INV-0942 | Sigma Supplies Co | $7,500 | Jul 16 | Future
INV-0943 | Omega Group Ltd. | $35,200 | Jul 18 | Future
INV-0944 | Alpha Enterprises | $10,800 | Jul 19 | Future

Total Requests: 663FCR Rate: 78.4%