IT Managed Services

Dashboard Example: Service Desk Dashboard – For the enterprise help desk team, a service desk dashboard is a critical tool in their daily workflow.

We have this enterprise dashboard screenshot submission that features an implementation of the NimBUS Business Dashboard product. Yes, the same folks that gave us the soda machine dashboard. From the Dashboard Spy at nimsoft.com:

“The attached dashboard image visually splits the IT Service Desk function into two halves. The left side of the dashboard view graphically depicts Netstal’s Service Desk process flow. You can see problem/incident inputs occurring manually via calls from end-users into the service desk (depicted top) and inputs also occurring automatically via alerts from our NimBUS monitoring product (depicted bottom). The process flow continues to show incident processing through to problem resolution and communications of incident status back to the persons who originated the problem/incident request.

The right side of the dashboard view has an array of meters that categorize all open incident requests/tickets with ticket counters and alarm indicators when ticket counts rise to warning levels.

Interesting to point out – in the left-side process flow diagram you will find alarm status indicators positioned at key process points. The small and strategically positioned color-coded status indictors will draw attention to bottlenecks and backlogs in the incident handling process. This Service Desk dashboard contains real-time incident-handling performance indicators. This is key to quickly pinpoint and resolve problems in the service desk process.”

Here is the overall dashboard. It is wide so I split up the views in the following dashboard screenshots:

Service Desk Dashboard

Service Desk Process

Open ticket dashboard

Stay tuned for more on IT managed services.

Homework: Take a look at the nimsoft gallery for more ideas. The process flow for the service desk service shown on this dashboard is a great reference, but if you need to brush up, check these books on help desk management.

So what or who is The Dashboard Spy? As his about page states, The Dashboard Spy is just a guy interested in the design of enterprise dashboards. He could not find any executive dashboard design source books (or even screenshots of real business dashboards) and so set about creating his own. Finally convinced to post his extensive collection of dashboard screenshots online, he was amazed to find how popular it has become. If you have a nice screenshot of a digital dashboard, balanced scorecard, or any business intelligence graphic to share, please send an email to info _at_ dashboardspy.com. Also check out The Dashboard Spy’s favorite books on business dashboards.