ITSM Platforms

Welcome back, IT Admin

47

⚠

Open Incidents

12

🔍

Open Problems

8

🔄

Pending Changes

95%

📈

SLA Compliance

Recent Activity

Time	Event	User
2 min ago	INC0001234 created — Critical	System
8 min ago	INC0001228 escalated to P1	Sarah Lee
22 min ago	Change CHG0000891 approved	CAB Board
1 hr ago	PRB0000342 root cause identified	Mike Chen
2 hr ago	INC0001230 resolved	Tom Brady
3 hr ago	Knowledge article KB0001023 published	Dana White

My Open Tasks

Number	Type	Due
INC0001234	Incident	Overdue
CHG0000892	Change	Today
PRB0000341	Problem	Mar 17
INC0001220	Incident	Tomorrow

47

⚠

Open Incidents

23

⚙

In Progress

18

✓

Resolved Today

3

⏰

SLA Breached

Incident List

Number	Priority	State	Category	Short Description	Assigned To	Updated

12

🔍

Open Problems

4

🔬

Root Cause Analysis

7

✓

Known Errors

3

🛠

Fix In Progress

Problem Records

Number	Priority	State	Category	Short Description	Assigned To	Related Incidents
PRB0000345	1-Critical	Analysis	Network	Intermittent VPN drops — root cause unknown	John Smith	14
PRB0000344	2-High	Known Error	Software	Salesforce timeout on reports module	Mike Chen	6
PRB0000343	3-Moderate	Fix in Progress	Database	Slow query performance on reporting tables	Dana White	3
PRB0000342	2-High	Resolved	Email	Outlook mobile sync failures — Exchange config	Sarah Lee	9
PRB0000341	4-Low	Known Error	Hardware	Printer queue freezes after Windows update KB5032	Tom Brady	2

8

🔄

Pending Approval

5

✓

Approved

2

⚠

In Review

1

✕

Rejected

Change Requests

Number	Type	Risk	State	Short Description	Requested By	Scheduled
CHG0000895	Normal	Medium	Pending	Upgrade SQL Server 2019 to 2022 on PROD-DB-01	Mike Chen	Mar 18, 02:00
CHG0000894	Emergency	High	Approved	Patch critical CVE-2024-1234 on all web servers	Security Team	Mar 15, 22:00
CHG0000893	Normal	Low	In Review	Add new VLAN 150 for IoT devices in Building C	Net Ops	Mar 20, 08:00
CHG0000892	Standard	Low	Approved	Monthly SSL certificate renewal for portal.acme.com	John Admin	Mar 16, 09:00
CHG0000891	Normal	Medium	Rejected	Migrate file shares from on-prem to SharePoint Online	Dana White	Cancelled

Service Catalog

💻

New Hardware Request

Request laptop, monitor, keyboard or peripherals

Hardware

🔑

Access Request

Request access to systems, applications or resources

Access

📱

Mobile Device Setup

Enroll and configure smartphones or tablets

Mobile

🌐

VPN / Remote Access

Set up or troubleshoot remote access connectivity

Network

🖨

Printer Setup

Install or configure network/local printers

Hardware

☁

Cloud Services

Microsoft 365, Azure, AWS provisioning requests

Cloud

1,248

🖥

Total CIs

1,190

✓

Operational

42

⚠

Needs Attention

16

✕

Retired

Configuration Items

CI Name	Class	Status	OS / Version	IP Address	Assigned To	Last Scan
PROD-WEB-01	Server	Operational	Windows Server 2022	10.10.1.10	John Smith	Mar 15
PROD-DB-01	Database Server	Operational	SQL Server 2019	10.10.1.20	Mike Chen	Mar 15
CORP-SW-04	Network Switch	Attention	Cisco IOS 15.2	10.10.0.4	Net Ops	Mar 14
FW-EDGE-01	Firewall	Operational	FortiOS 7.4	203.0.113.1	Net Ops	Mar 15
DESKTOP-HR-22	Workstation	Retired	Windows 10 21H2	10.10.5.22	Unassigned	Jan 12

Reports & Analytics

95.2%

📈

SLA Compliance (MTD)

2.4h

⏱

Avg Resolution Time

4.7

⭐

CSAT Score

312

🎫

Tickets This Month

Incident Volume by Category (Last 30 Days)

Category	Total	Resolved	Pending	Avg Time	SLA %
Network	82	78	4	1.8h	97.6%
Hardware	65	60	5	4.2h	92.3%
Software	94	85	9	2.1h	90.4%
Security	18	18	0	0.9h	100%
Access	53	52	1	3.5h	98.1%

Knowledge Base

Published Articles124 articles

Article #	Category	Title	Views	Rating	Last Updated
KB0001025	Network	How to reconnect to VPN after password reset	2,341	⭐⭐⭐⭐⭐	Mar 14
KB0001024	Software	Clearing Salesforce cache to fix slow performance	1,876	⭐⭐⭐⭐	Mar 10
KB0001023	Email	Setting up Outlook on iOS and Android devices	3,102	⭐⭐⭐⭐⭐	Mar 15
KB0001022	Access	Requesting access to shared drives — step by step	954	⭐⭐⭐⭐	Feb 28
KB0001021	Hardware	Replacing laptop battery — self service guide	621	⭐⭐⭐	Feb 20

19

👥

Open HR Cases

8

🆕

New Hires This Week

5

🚪

Offboarding

11

✓

Resolved This Week

HR Cases

Case #	Type	Subject	Employee	State	HR Agent	Due
HR0000201	Onboarding	New hire setup — Emily Clark (Marketing)	Emily Clark	In Progress	Lisa HR	Mar 17
HR0000200	Offboarding	Access revocation — James Webb resigned	James Webb	Pending	Sarah HR	Mar 15
HR0000199	General	Payroll discrepancy — March payslip query	Tom Richards	Escalated	Lisa HR	Mar 16
HR0000198	Onboarding	New hire setup — Priya Patel (Engineering)	Priya Patel	Closed	Sarah HR	Done

Administration

System Properties

Property	Value	Actions
Instance Name	acme-prod	Edit
Instance Version	Vancouver Patch 3	View
SMTP Server	smtp.acme.com:587	Edit
Session Timeout	30 minutes	Edit
MFA Required	Enabled	Edit

Active Users

Name	Role	Last Login	Status
IT Admin	Admin	Now	Active
Team	ITSM Agent	2 min ago	Active
User	ITSM Agent	1 hr ago	Active

Agent	Assigned	Resolved (7d)
Alice Johnson	8	12
Bob Martinez	6	9
Clara Singh	5	14
David Kim	9	7

Article	Category	Title	Views	Helpful	Last Updated
KB-0142	Network	How to connect to Jira via VPN remotely	1,820	96%	Mar 14
KB-0141	Software	Resetting your Jira Service Management password	3,410	99%	Mar 10
KB-0140	Access	Requesting Confluence space admin access	740	88%	Mar 8
KB-0139	Network	Troubleshooting Confluence page load timeouts	512	75%	Feb 28

Asset ID	Name	Type	Status	Assigned To	Purchase Date	Warranty
AST-1001	Dell XPS 15 Laptop	Laptop	In Use	Alice Johnson	Jan 2023	Dec 2025
AST-1002	Cisco IP Phone 8841	Phone	In Use	Bob Martinez	Mar 2022	Mar 2025
AST-1003	HP LaserJet Pro M404	Printer	Maintenance	IT Ops	May 2021	Expired
AST-1004	MacBook Pro 14" M3	Laptop	In Use	Clara Singh	Nov 2023	Nov 2026
AST-1005	Cisco Catalyst 2960	Switch	Retired	—	Apr 2015	Expired

Agent	Mon	Tue	Wed	Thu	Fri	Sat	Sun
Alice Johnson	Primary	Primary	—	—	Backup	—	—
Bob Martinez	—	Backup	Primary	Primary	—	Primary	—
Clara Singh	Backup	—	Backup	—	Primary	—	Primary
David Kim	—	—	—	Backup	—	Backup	Backup

Name	Role
Alice Johnson	Service Desk Agent
Bob Martinez	Service Desk Agent
Clara Singh	Team Lead
David Kim	Admin

Queues

Views

All open tickets

Tickets

Type	Open	In Progress	Resolved
Incident	12	7	34
Service Request	9	5	28
Change Request	4	2	11
Problem	3	0	7

Issue Type	Total	Met SLA	Breached	SLA %	Avg Resolution
Incident	53	50	3	94.3%	2.1h
Service Request	42	42	0	100%	5.4h
Change Request	17	15	2	88.2%	18.3h
Problem	10	10	0	100%	26.7h

ID	Subject	Status	Priority	Assignee
#80241	Cannot access company email on mobile	Open	Urgent	Sarah Agent
#80240	Billing charge discrepancy — Feb invoice	Pending	High	Tom Agent
#80239	Feature request — bulk export tickets to CSV	On Hold	Low	Alice Agent

Channel	Tickets	Resolved	Avg Time	CSAT
Email	148	141	2.4h	4.9
Chat	87	84	0.6h	4.7
Phone	52	50	1.1h	4.5
Web Form	25	22	3.8h	4.3

Name	Email	Organization	Tickets	Last Activity
Emily Torres	emily.t@acme.com	Acme Corp	8	Mar 15
James Wilson	jwilson@globex.com	Globex Inc	3	Mar 14
Priya Sharma	priya@initech.com	Initech	15	Mar 15
Carlos Mendez	c.mendez@umbrella.com	Umbrella Corp	2	Mar 12

Article	Section	Views	Rating	Updated
How to reset your password	Account	5,210	⭐⭐⭐⭐⭐	Mar 14
Understanding your invoice	Billing	3,820	⭐⭐⭐⭐	Mar 10
Getting started with Zendesk Chat	Integrations	2,115	⭐⭐⭐⭐⭐	Mar 8
Setting up two-factor authentication	Security	1,780	⭐⭐⭐⭐	Mar 5

ID	Priority	Status	Subject	Related Incidents	Assigned To
PRB-0031	Critical	Investigating	Recurring VPN drops — HQ campus	11	David King
PRB-0030	High	Known Error	SAP login timeouts — finance dept	5	Emma Patel
PRB-0029	Medium	Known Error	Outlook calendar sync fails after patch	4	Sarah Admin

ID	Type	Risk	Status	Subject	Planned Date
CHG-0088	Normal	Medium	Pending	Upgrade Exchange Online to Hybrid Config	Mar 18
CHG-0087	Emergency	High	Approved	Patch CVE-2025-1112 on all endpoints	Mar 15
CHG-0086	Standard	Low	Approved	Monthly firewall rule review and cleanup	Mar 20

Release	Version	Status	Deployment Type	Owner	Target Date
REL-0024	v3.2.1	Testing	Major	DevOps Team	Mar 22
REL-0023	v3.1.5-patch	Deploying	Patch	Sarah Admin	Mar 16
REL-0022	v3.1.4	Completed	Minor	Dev Lead	Mar 10

Asset Tag	Name	Type	Status	Assigned To	Purchased
AT-5401	Dell Latitude 5540	Laptop	In Use	Emily Clark	Feb 2024
AT-5400	Cisco 8861 IP Phone	Phone	In Use	James Webb	Nov 2022
AT-5399	MacBook Pro M3 16"	Laptop	In Use	Priya Patel	Dec 2023
AT-5398	HP EliteDesk 800 G6	Desktop	In Stock	—	Aug 2021

CI Name	Class	Status	IP / Version	Managed By	Last Audit
PROD-APP-01	Application Server	Operational	10.20.1.10	DevOps	Mar 14
DB-CLUSTER-02	Database Cluster	Operational	PostgreSQL 16	DBA Team	Mar 15
LB-NGINX-01	Load Balancer	Review	nginx/1.24	Net Ops	Mar 12
BACKUP-NAS-01	Storage	Operational	72TB NAS	Infra	Mar 14

Article	Category	Title	Views	Rating	Updated
KA-0084	Email	Fixing Outlook sync issues on mobile	2,140	⭐⭐⭐⭐⭐	Mar 13
KA-0083	Network	How to set up Freshservice VPN client	1,760	⭐⭐⭐⭐	Mar 9
KA-0082	Access	Requesting elevated admin rights — step by step	930	⭐⭐⭐⭐⭐	Mar 5
KA-0081	Hardware	Laptop battery replacement guide	410	⭐⭐⭐	Feb 22

Category	Total	Resolved	Pending	Avg Time	SLA %
Network	74	72	2	1.6h	97.3%
Hardware	58	55	3	3.9h	94.8%
Software	89	81	8	2.3h	91.0%
Access	46	46	0	1.1h	100%