IT Operations Data Analysis Dashboard

Desciption

Dashboard Title
IT Operations’ Data Analysis

Overall Summary
This dashboard provides a comprehensive overview of IT operations data, including ticket trends, case priority, and ticket closure rates. It also provides insights into the performance of individual IT analysts and departments, enabling companies to identify areas of improvement and ensure that their IT operations are running efficiently.

Dashboard Insights
Get an overview of ticket trends, case priority, and ticket closure rates.
Analyze the performance of individual IT analysts and departments.
Identify areas of improvement and ensure that IT operations are running efficiently.

Who Can Benefit
This dashboard is ideal for IT operations managers, IT analysts, and other professionals who need to monitor and analyze the performance of their IT operations. It provides a comprehensive overview of ticket trends, case priority, and ticket closure rates, enabling them to identify areas of improvement and ensure that their IT operations are running efficiently.

Benefits
Monitor and analyze the performance of IT operations.
Identify areas of improvement and ensure that IT operations are running efficiently.
Get an overview of ticket trends, case priority, and ticket closure rates.
Analyze the performance of individual IT analysts and departments.

Data

Total Number of Cases
Open Cases: 1,301,
Total Cases
9,031
IT Analyst:1st Line Helpdesk
#tickets:1,440
%closures :85.90%
100%
Closed Cases: 7,730
80%
60%
IT Analyst : # Tickets and Avg Time taken to close (in days) Days taken to close
same day
IT Analyst
#tickets:2,377
%closures :89.69%
IT Analyst
Gerardo E.
Ferroni
IT
IT
Analyst Analyst
1-2 Days
3-5 Days
2.79
Case Priority by Department
# IT Analysts
30
Avg. Time Taken to
Close Ticket (Days)
14.75
64.67%
IT Analyst
Salley R.
IT Analyst
Lowell E.
IT Analyst
Sona J. Pack
85.76 Size #tickets, color:Avg Closure Time
20.77%
High
IT Operations’ Data Analysis
Weekly Trend for # Cases, Opens and Closes
Closed Cases
Open Cases
IT Analyst IT IT IT
:Wilfredo
37.02%
High
IT
12/01/14
36.49%
High
02/23/15
6-10 Days
ber of Cases
05/18/15
1500
11-21 Days 593
22-31 Days 292
Took Over a Month 393 303
Priority
1000
667
%88 TE
471
385
08/10/15
1,990
683 307
Medium Low
High
Weekdays and Time distribution of Tickets
35.14%
11/02/15
wwws
37.29%
01/25/16
390
04/18/16
FTP issue
Case deals with?
Sh
91/11/20
Status when case is open
Pending Approval
Employment Testi
Awaiting action
Wait Internal
Request adhassmors
On Hold
Customer Reply
In Process
Escalated 25
Resolved
Duplicate Case
Software Request Cana
Custom Link
gal IT Support Reqant
Outlook New Laptop Request
al from a stribution list with
75
Latest Case
165
Request for New Printer for
23 35
199
Portomanais. FTP server
New User Account Request
New Employee Setup Request
System Access Error
t
Need access to SFBC com
287
FTP access
IT Infrastructure
Non-IT/Systems 84.54%
Privacy Frequent
Oldest Case
UD
non fare Calendar R
Need new t
its logging in Laptop replacement
# Tickets and % Closures for each department
89.69%
83.90%