Dashboard templates for Jira Service Management

There are three dashboard templates for Jira Service Management:

• Change management overview

• Incident management overview

• Request management overview

Change management overview

This dashboard gives your team an overview of the metrics required to track the performance of their change process, including failure rate and lead time. Use this dashboard to monitor trends in change request resolution over time across different change request risks, types, and services.

Open changes

The number of open Jira Service Management changes created in the selected date interval compared to the comparative date interval

You can filter this chart by the “Calendar” controls labeled “Current date interval” and “Comparative date interval”, project, change type, change risk, and affected services.

Changes waiting for authorization

The number of open Jira Service Management changes in authorize status created in the selected date interval compared to the comparative date interval

You can filter this chart by the “Calendar” controls labeled “Current date interval” and “Comparative date interval”, project, change type, change risk, and affected services.

Changes by type

The number of Jira Service Management changes created during the selected date interval, grouped by change type

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.

Changes by risk

The number of Jira Service Management changes created during the selected date interval, grouped by change risk

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.

Change failure rate

The change failure rate, grouped by change type

Change failure rate is the number of changes with a “Failed” status divided by the total number of changes, multiplied by 100.

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.

Change lead time

The average change lead time in days, grouped by change risk

Change lead time is the average time between when a change request is created and when it is transitioned to “Completed” status.

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.

Changes by risk and type

The number of changes created during the time interval, grouped by change type and change risk

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.

Time in status

The average time that changes spend in each status for changes created during the current time interval.

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.

You can also use the “Date bucket” control to change how the average times are calculated.

Change details

Shows the following details for each change that matches the filter criteria:

• Issue key

• Summary

• Change type

• Change risk

• Assignee account ID

• Created date

• Hours to resolution

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.

Incident management overview

This dashboard allows your team to track trends in incident creation, response, and resolution. This enables you to identify problems and improve their Incident Management strategy.

Incidents raised over time

Shows the top five projects with the most incidents that occurred during the selected date interval

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, incident assignee ID, and affected services.

Incidents breaching SLA/not breaching SLA

A weekly count of SLAs that have been met or breached in the selected date interval

It includes the percentage of SLAs breached each week.

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, incident assignee ID, SLA name, and affected services.

Mean time to resolution

The average number of hours to resolve an incident for each week of the selected date interval

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, incident assignee ID, and affected services.

Mean time to respond

The average number of minutes to respond to an incident for each week within the selected date interval

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, incident assignee ID, and affected services.

Request management overview

This dashboard gives your team an overview of the metrics required to track the performance of multiple service desks. Track open requests, agent workload, adherence to SLAs, and customer satisfaction.

Requests created

The number of requests created in the selected date interval compared to the comparative date interval

You can filter this chart by the “Calendar” controls labeled “Current date interval” and “Comparative date interval”, project, request assignee account ID, and request type.

Requests resolved

The number of requests resolved in the selected date interval compared to the comparative date interval

You can filter this chart by the “Calendar” controls labeled “Current date interval” and “Comparative date interval”, project, request assignee account ID, and request type.

Average CSAT score

The average customer satisfaction rating for requests resolved in the selected date interval compared to the comparative date interval

You can filter this chart by the “Calendar” controls labeled “Current date interval” and “Comparative date interval”, project, request assignee account ID, and request type.

SLA breached

Shows the percentage of requests created in the selected date interval that breached SLA breached and the percent change compared to the percentage of requests created in the comparative date interval that breached SLA

SLA breached percentage is the number of requests with a breached SLA divided by the total number of requests.

You can filter this chart by the “Calendar” control labeled “Current date interval”, the “Dropdown” control named “SLA”, project, incident assignee ID, and affected services. Note that you can only filter by one SLA at a time.

Requests created vs resolved

The number of requests created during the selected date interval versus the number of requests resolved during the same date interval, grouped by week

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, request assignee account ID, and request type.

Time to resolution

The average time (in hours) taken to resolve requests created during the selected date interval

The resolution dates are bucketed by week.

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, request assignee account ID, and request type.

Open requests by type

The number of open requests created during the selected date interval, grouped by request type and limited to the top five most frequently occurring request types

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, request assignee account ID, and request type.

Agent workload - Open requests by assignee

A current snapshot of the number of open requests per assignee.

You can use the “Dropdown” control named “RANKING” to sort the chart as follows:

• Top 10 shows the 10 agents with the most open requests

• Bottom 10 shows the 10 agents with the fewest open requests

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, request assignee account ID, and request type.

SLA met vs breached

The total number of SLAs met, the total number of SLAs breached, and the SLA breached percentage for each week in the selected date interval

You can filter this chart by the “Calendar” control labeled “Current date interval”, the “Dropdown” control named “SLA_1”, project, request assignee account ID, and request type. Note that you can only filter by one SLA at a time.

Average satisfaction rating over time

The average customer satisfaction rating for requests resolved during the selected date interval, bucketed by week

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, request assignee account ID, and request type.

Request details

Shows the following details for each request that matches the filter criteria:

• Issue key

• Summary

• Request type

• Status

• Assignee account ID

• Created date

• Hours to resolution

You can filter this chart by the “Calendar” control labeled “Current date interval”, project, change type, change risk, and affected services.