ITA Citywide Help Desk Dashboard

Gabriela Liera

Problem

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The help desk was not fully harnessing the data gathered from tickets and the reporting features of Service Now. I was assigned the responsibility of acquiring the necessary skills and developing a dashboard designed to present real-time information for both agents and managers. Furthermore, managers expressed a need for time-series data to aid in identifying trends and areas for enhancing existing procedures.

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Execution Plan

1. Understand the needs of the department
2. Plan what metrics are relevant
3. Check data accuracy
4. Mock a rough dashboard

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Skills Utilized

• SQL
• Data Visualization Design
• Communication

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Dashboard Overview

Section Layout

Sample Section Layout

Agent Data

• Active Ticket Counter
• Active Ticket List

Trend Graphs

• Opened ticket per month trend line
• Average Business Duration of category vs all
• Average Business Duration with drop-down group by selection
• Stacked bar graph to discover trends on closed tickets

2^nd Sample Section Layout

This section allows agents to quickly access new tickets to either provided 1^st level support or relay tickets to correct assignment groups

Features

Single Scores

• Real-time scores updates based on critical assignment groups
• Color rules warn agents for high numbers on on-hold or unmanaged tickets
• Total aggregation for open & closed tickets for each month

Lists

• Used SQL queries to generate reports like on-hold & canceled tickets
• Sub-categories created by group by of assignment groups

Drill Downs

Each graph has 2 levels of drilldowns with list being the base level.

Graphs

Time Series Line Reports

• Ex 1: Multiple datasets in one report to create two line graphs displaying open vs closed tickets
• Ex 2: Aggregates monthly data from past 12 months

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Stacked Bar Graph

This graph allows managers to review closed tickets and discover the trends on business duration

Drop-down selection allows users to change queries based on different columns-Department, Service Type, Category, Assignment Group, etc.)��Percentage tables are based on user’s group by selection from drop-down

This graph displays active tickets grouped by time since tickets were opened. The darker color represents tickets that have been opened longer alerting agents to manage tickets or discover reasons why they might be on hold.

Trend reports based on average business duration

Impact of creating dashboard