Executive Dashboard

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Executive dashboard is an essential tool for leaders, providing a clear and real-time overview of key operational metrics. It aggregates complex data into visual formats such as charts, graphs, and tables, enabling executives to make swift and informed decisions. This dashboard highlights critical data, including service performance, incident trends, asset utilization, CSAT analysis, and compliance status, allowing leaders to monitor service delivery effectiveness. By offering a concise summary of vital data, the dashboard enhances communication, supports strategic planning, and enables proactive decision-making, ultimately improving service quality within the organization.

Prerequisites

Access must be provided in the Role Template to access the Executive Dashboard.

To provide access to the Executive Dashboard, perform the following steps:

Navigate to Admin > Users > Role Template.
Select the required Domain. The list of Role templates is displayed.

Figure: Role Template list page
Select the required Role for whom the access is needed.
On the Role Template – Menu Configuration page, select Dashboard.
Enable View access to the Executive Dashboard.

Figure: Executive Dashboard access
Click Submit. The user persona (role template) is now granted access to view the Executive Dashboard.

Note

Izenda 7 must be configured and enabled to view the Reports and Dashboards.

Configure Dashboard

Administrators can set up the Executive Dashboard on the Dashboard Configuration page.

To configure the Executive Dashboard, perform the following steps:

Navigate to Admin > Basic > Infrastructure > BI Dashboard Configuration List.
Click New to create a new Executive Dashboard.

Figure: New dashboard configuration
Enter the mandatory details and click Submit. To add multiple tabs to the dashboard, click Add New Tab.

To know more about configuring the executive dashboard, refer to Configuring Dashboards.

Edit Dashboard

A created Executive Dashboard can be edited to add or remove any reports. The reports required to be added to the dashboard must be pre-configured. To know more about creating reports, refer to Creating New Reports and Creating New Advanced Reports.

To edit an Executive Dashboard, perform the following steps:

Navigate to Admin > Basic > Infrastructure > BI Dashboard Configuration List.
The list of Dashboards is displayed.
Click and open the Executive Dashboard.

Figure: Executive dashboard details
To add reports to the Dashboard, click Add. Select the Tab where you wish to add the report.
Select Module Name, Report Name, and the Report Format from the dropdown and click Add.

Figure: Add report

View Executive Dashboard

On the Executive Dashboard users can explore a range of reports about Incident Management, Service Request Management, Change Management, and other modules. Additionally, there are over 80 supplementary reports available under Advanced Reports which can be seamlessly integrated into the various tabs of the Executive Dashboard.

To view the Executive Dashboard, perform the following steps:

Navigate to Dashboard > Executive Dashboard.

Figure: Executive Dashboard

The following table explains the various tabs available on the Dashboard.

Field	Description
Overview	Provides the overall view of incidents, service requests, changes, and other modules. It provides a high-level summary and quick insights into key performance indicators (KPIs) and essential metrics.
SLA Compliance	Provides insights and monitoring capabilities regarding the organization's adherence to Service Level Agreements (SLAs). It helps to track records that have met or missed the SLAs.
Trends	Provides insights into the trends in the various modules. It assists in tracking records such as logged versus resolved cases and backlog records on a month-to-month basis.
CSAT Analysis	Provides insights into the CSAT scores and feedback provided by the customer for the records created. It helps identify areas for service improvement and enhances customer experience by highlighting satisfaction trends and potential issues.
Volumetric Analysis	Provides insights into the volume and types of records or activities occurring over a set period. It helps identify patterns, peaks, and trends in operational workloads, allowing for more efficient resource allocation and process optimization.
Top Drivers	Provides insights into the top driving issues and records created. It helps identify root causes behind trends, enabling management to prioritize actions and address underlying challenges effectively.
Aging	Provides insights into the duration that the records have remained open or unresolved. It helps identify bottlenecks and prioritize overdue items by highlighting areas where delays are impacting performance.
Performance Analysis	Provides insights into how different teams, processes, or initiatives are performing against established goals and benchmarks. It evaluates strengths and areas for improvement, enabling data-driven decisions to enhance overall efficiency and effectiveness.

Use Cases

The use cases outline the use of various tabs in the Executive Dashboard.

Overview Tab

Use Case	Solution
NovaTech is an IT service company where the senior leadership team manages intricate IT operations. They seek a consolidated dashboard view that provides an overview of all IT records, displaying Key Performance Indicators (KPIs), and response and resolution times through graphs and charts.	The Administrator can configure the Overview tab in the Executive Dashboard. Various reports indicating the KPIs, and metrics can be added to the dashboard for real-time monitoring.

A sample screenshot of the Overview Tab.

Figure: Overview tab

SLA Compliance

Use Case

Solution

NovaTech is an IT Service Provider with David, the meticulous IT Operations Manager, known for his commitment to quality and punctuality.

He envisioned an Executive Dashboard with an SLA Compliance Tab to streamline the monitoring process. He wanted to monitor the SLA met and SLA violated or missed SLA trends.

The Administrator can set up the SLA Compliance tab in the Executive Dashboard. A variety of reports, signifying SLA trends, and SLAs by workgroup, location, analysts, and more can be included for efficient monitoring of SLA compliance for the created IT records.

A sample screenshot of the SLA Compliance Tab.

Figure: SLA Compliance

Trends

Use Case	Solution
NovaTech, an IT service provider, has a leadership team that envisioned an Executive Dashboard featuring a Trends Tab to help them recognize trends and patterns in IT operations. The Trends Tab must be designed to include interactive charts and graphs that depict key IT metrics over time, such as system performance, incident frequencies, and customer satisfaction scores.	The Administrator can configure the Trends tab in the Executive Dashboard. Various reports indicating the trends such as IT records backlogs, tickets Logged vs Resolved reports, requests approved vs rejected, etc, can be added to the dashboard for real-time monitoring.

A sample screenshot of the Trends Tab.

Figure: Trends

CSAT Analysis

Use Case	Solution
NovaTech is an IT service provider, and Alex, the Customer Experience Director, is dedicated to ensuring client satisfaction. He envisions an Executive Dashboard with a CSAT Analysis Tab that provides a comprehensive overview of CSAT feedback for IT records. Alex aims to track CSAT trends by location, workgroup, analysts, and other categories.	The Administrator can configure the CSAT Analysis tab in the Executive Dashboard. Various reports indicating the feedback trends, feedback received vs not received, total count of feedback, etc, can be added to the dashboard for monitoring.

A sample screenshot of the CSAT Analysis Tab.

Figure: CSAT Analysis

Volumetric Analysis

Use Case	Solution
NovaTech is an IT service provider with David the IT Operation Manager for optimizing processes and managing workloads effectively. He envisioned an Executive Dashboard with a dedicated tab for Volumetric Analysis of the IT Operations. The visuals must depict the volume of incoming IT requests, categorized by service type, priority levels, and departments.	The Administrator can configure the Volumetric Analysis tab in the Executive Dashboard. Various reports depicting the workload of analysts, workgroups, locations, categories, classifications, etc, can be added for monitoring the volumes.

A sample screenshot of the Volumetric Analysis Tab.

Figure: Volumetric analysis

Top Drivers

Use Case	Solution
NovaTech, an IT service provider, has a senior leadership team seeking to identify the root causes and primary issues driving various IT records. They aim to have a consolidated view of these leading issues and devise strategies to mitigate them.	The Administrator can configure the Top Drivers tab in the Executive Dashboard. Various reports indicating the top call drivers, records created for top 10 classifications, categories, etc can be added for monitoring.

A sample screenshot of the Top Drivers Tab.

Figure: Top drivers

Aging

Use Case	Solution
NovaTech is an IT service provider with David the IT Operation Manager committed to maintaining service excellence and efficiency. He envisioned an Executive Dashboard with a dedicated tab for the Aging of records in IT Operations. The aging tab must depict the backlogs, duration, and time of the aging records.	The Administrator can configure the Aging tab in the Executive Dashboard. Various reports indicating the aging of incidents, requests, assets, classifications, categories, etc, can be added with colour codes for the duration of aging.

A sample screenshot of the Aging Tab.

Figure: Aging

Performance Analysis

Use Case	Solution
NovaTech, an IT service provider, has a senior leadership team focused on maximizing operational efficiency throughout the company. They envisioned an Executive Dashboard featuring a dedicated Performance Analysis Tab to deliver in-depth insights into both team and individual performance.	The Administrator can configure the Performance Analysis tab in the Executive Dashboard. Various reports indicating the performance of analysts, workgroups, etc can be added for monitoring.

A sample screenshot of the Performance Analysis Tab.

Figure: Performance analysis