Jira Service Management has three dashboard templates:
Change management review
Event management overview
Overview of request management
Change management review
This dashboard gives your team an overview of the metrics needed to monitor the performance of the change process, including failure rates and lead times. Use this dashboard to track change request resolution trends over time for various change request threats, types, and services.
open to change
The number of open Jira service management migrations created in the selected date range compared to the comparison date range
This chart can be filtered by Calendar controls labeled Current Date Range and Compare Date Range, Project, Change Type, Change Risk, and Affected Services.
pending authorized changes
The number of Jira service management changes opens in the authorization status created in the selected date range compared to the comparison date range
This chart can be filtered by Calendar controls labeled Current Date Range and Compare Date Range, Project, Change Type, Change Risk, and Affected Services.
change by type
The number of Jira service management changes created in the selected date range, grouped by change type
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.
risk change
The number of Jira service management changes created in the selected date range, grouped by change risk
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.
change the failure rate
Shift failure rate, grouped by shift type
The change failure rate is the number of changes with status Failed divided by the total number of changes multiplied by 100.
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.
change of delivery time
Average turnaround time grouped by risk of change (days)
Change delivery time is the average time between the creation of a change request and its transition to the "Completed" state.
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.
Risk and type changes
The number of changes created during the time period, grouped by change type and change risk
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.
status time
The average time spent in each state for changes made in the current interval.
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.
You can also use the date bin controls to change how the average time is calculated.
change details
Displays the following details for each change that meets the filter criteria:
release the key
sum up
Type change
change the risk
Account ID of the transferee
Date of creation
Analysis time
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.
Event management overview
This dashboard allows your team to track trends in incident generation, response, and resolution. This allows you to identify problems and improve your incident management strategy.
Events moved in time
Displays the top five projects with the most events in the selected date range
This chart can be filtered by calendar view by Current Date Range, Project, Event Beneficiary ID, and Services Affected.
SLA Violation/SLA Violation Incidents
Weekly number of SLAs met or violated in the selected date range
Includes rate of SLA violations per week.
This chart can be filtered by the Calendar view by Current Date Range, Project, Incident Recipient ID, SLA Name, and Services Affected.
average analysis time
Average number of hours per week to resolve incidents for the selected date range
This chart can be filtered by calendar view by Current Date Range, Project, Event Beneficiary ID, and Services Affected.
average response time
Average incident response minutes per week for the selected date range
This chart can be filtered by calendar view by Current Date Range, Project, Event Beneficiary ID, and Services Affected.
Overview of request management
This dashboard gives your team a quick view of the metrics needed to monitor the performance of multiple call centers. Track outstanding requests, agent load, SLA compliance and customer satisfaction.
The request was created
The number of requests created in the selected date range compared to the comparison date range
You can filter this chart by Calendar controls labeled Current Date Range and Compare Date Range, Item, Request Person Account ID, and Request Type.
request resolved
The number of requests resolved in the selected date range compared to the comparison date range
You can filter this chart by Calendar controls labeled Current Date Range and Compare Date Range, Item, Request Person Account ID, and Request Type.
Average CSAT score
Average customer satisfaction with requests processed in the selected date range compared to the comparison date range
You can filter this chart by Calendar controls labeled Current Date Range and Compare Date Range, Item, Request Person Account ID, and Request Type.
SLA violation
Displays the percentage of SLA violation requests generated in the selected date range and the percentage change from the percentage of SLA violation requests generated in the comparison date range
The SLA violation rate is the number of requests that violated the SLA divided by the total number of requests.
This chart can be filtered by a Calendar control labeled "Current Date Range," a "rolling" control labeled "SLA," Project, Event Receiver ID, and Service Affected. Note that you can only filter on one SLA at a time.
Create and resolve requests
Number of requests created in the selected date range vs. number of requests resolved in the same date range, grouped by week
You can filter this chart by a Calendar control labeled Current Date Range, Project, Request Person Account ID, and Request Type.
Analysis time
Average time (in hours) to resolve requests generated during the selected date range
Due dates are grouped by week.
You can filter this chart by a Calendar control labeled Current Date Range, Project, Request Person Account ID, and Request Type.
open request by type
Number of pending requests created in the selected date range, grouped by request type and limited to the five most common request types
You can filter this chart by a Calendar control labeled Current Date Range, Project, Request Person Account ID, and Request Type.
Load proxy - open a client request
User details are not yet available, so only the beneficiary's account ID is displayed.
Account IDs are truncated to the last five characters.
Live view of the number of open requests per recipient.
You can sort the chart using a "dropdown" control called "RANKING" as follows:
top 10Show the top 10 servers with the most open requests
Down 10Show the top 10 servers with the fewest open requests
You can filter this chart by a Calendar control labeled Current Date Range, Project, Request Person Account ID, and Request Type.
SLA satisfaction and violation
Total number of SLAs met, total number of SLAs violated, and percentage of SLAs violated per week for the selected date range
This graph can be filtered by a Calendar control labeled "Current Date Range," a dropdown control named "SLA_1," project, requester account ID, and request type. Note that you can only filter on one SLA at a time.
Average satisfaction over time
Average Customer Satisfaction Score for requests resolved in the selected date range, broken down by week
You can filter this chart by a Calendar control labeled Current Date Range, Project, Request Person Account ID, and Request Type.
request details
Displays the following details for each request that meets the filter criteria:
release the key
sum up
request type
condition
The account ID of the transferee
Date of creation
Analysis time
This chart can be filtered by the Calendar control labeled Current Date Range, Project, Shift Type, Shift Risk, and Affected Services.