ITSM Dashboard

IT Service Management - Period: June 2026

Problem Management

Active & known problems

Open Problems

Known Errors

Resolved This Month

Avg Resolution14.2dRatio1:8.4

Key Performance Indicators

8 core ITSM metrics at a glance

Open Incidents

↑ 12

Avg Resolution

4.2h

↑ 0.8h

Open Problems

↑ 3

Pending Changes

MTTR

3.8h

↑ 0.6h

Backlog

128

↑ 14

Reopen Rate

4.2%

↑ 0.8pp

FRT

12min

↑ 3min

ITSM Overview

Service Desk Metrics

Open Incidents

↑ 12

Avg Resolution

4.2h

↑ 0.8h

Open Problems

↑ 3

Pending Changes

SLA Compliance: 94.8%Q2 2026

Incident & Change Management

Priority movement

Critical

+14

High

+18

Medium

Change Management

This month's changes

Pending Authorization

Successful Changes

Failed/Rolled Back

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

Invoice Paid — INV-2026-0882

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

12 min ago

Paid

Payment Received — Customer: MegaCorp

ⓘ $86,200 · Invoice INV-2026-0741

35 min ago

Received

Journal Posted — Depreciation June

ⓘ $42,800 · Fixed Assets depreciation

1 hour ago

Posted

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

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

Title

Priority

Status

Agent

Age

INC-001

Email system down

Critical

In Progress

David K.

INC-002

VPN connection failed

High

Assigned

Sarah M.

INC-003

File share permission error

Medium

Pending

John P.

INC-004

Password reset request

Low

New

Lisa R.

30m

INC-005

Printer offline - Floor 3

Medium

In Progress

David K.

INC-006

ERP app slow response

High

Assigned

Sarah M.

INC-007

New laptop setup

Low

New

John P.

INC-008

Database connection timeout

Critical

In Progress

Lisa R.

INC-009

VoIP phone system issue

High

Assigned

Mike T.

INC-010

Antivirus update failure

Medium

Pending

Anna W.

INC-011

Shared drive inaccessible

High

In Progress

David K.

INC-012

Software license expired

Medium

Assigned

Sarah M.

INC-013

Monitor display flickering

Low

New

John P.

30m

INC-014

Network switch port down

Critical

In Progress

Mike T.

INC-015

Wireless connectivity drops

Medium

Pending

Anna W.

INC-016

Printer driver update needed

Low

New

Lisa R.

INC-017

Cloud storage sync failure

High

Assigned

Sarah M.

INC-018

BI dashboard not loading

Medium

In Progress

David K.

INC-019

Email attachment blocked

Low

Pending

John P.

INC-020

Server certificate expired

Critical

In Progress

Mike T.

INC-021

CRM login page error

High

Assigned

Anna W.

INC-022

Backup job failed

Critical

In Progress

Lisa R.

INC-023

VPN profile missing

Medium

New

David K.

45m

INC-024

Intranet portal down

High

Assigned

Sarah M.

INC-025

USB device not recognized

Low

Pending

John P.

INC-026

DNS resolution failure

Critical

In Progress

Mike T.

INC-027

Mobile app crashing

Medium

Assigned

Anna W.

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

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%