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What This Does

This guide explains how to use the ITSM dashboard and ITSM filters to triage operational work faster.

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Steps

  1. Open the ITSM dashboard.
  2. Review the top metrics first.
    • open incidents
    • change volume
    • service request activity
    • SLA-related metrics where available
  3. Apply any dashboard filters such as:
    • scope
    • KPI window
    • trend window
  4. Identify the area needing attention.
  5. Move to the ITSM list view.
  6. Switch to the appropriate item tab.
  7. Apply filters such as:
    • status
    • priority
    • assignee
    • category
  8. Open the records that require triage or escalation.

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Tips

  • Use the dashboard for patterns.
  • Use the list for action.
  • Confirm whether the item type is team-scoped or organization-scoped if expected results are missing.