The ITSM workspace landing page provides categorized information on incidents in the
form of reports and performance analytics widgets.
The My Work section contains the list of all the tasks that are assigned to you. The Unassigned
Incidents section includes all the unassigned incidents in the system.
If you click any of the tiles listed under the Happening Now section, you get the list of
incidents for that queue. You can click an incident number to view details of that incident.
Below the tiles is a section that graphically displays performance metrics at the organization
level. The metrics provide the following indicators:
- Mean Time To Resolution: Represents the average time to resolve an
incident.
- First Call Resolution: Indicates the ability of the service desk
agents to resolve customer issues or questions by the first assigned group, with no
re-assignment required.
- Customer Satisfaction: Indicates how satisfied a customer is with the
service they have received.
