---
title: Incident management dashboard
description: Dashboard providing a view into process metrics related to Open and Closed incidents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Platform Analytics KPIs and dashboards, Platform Analytics ITSM Dashboards, IT Service Management]
---

# Incident management dashboard

Dashboard providing a view into process metrics related to Open and Closed incidents.

\[Omitted image "incident-management.png"\] Alt text: Incident management dashboard

|Data Visualization|Description|KPI \(Performance Analytics Indicator\)|
|------------------|-----------|---------------------------------------|
|Overdue incidents|Number of open incidents that are pass the due date.|Number of open and overdue incidents|
|Incidents nearing SLA|Percentage of the incidents nearing the SLA threshold. This is based on the percentage of SLA elapsed where the elapsed percentage is between 50-75%,76- 85%, 86-95%, above 95%.|Incidents nearing SLA threshold|
|Open incidents not updated|Number of open incidents that aren't updated as per the age. This is categorized as per the age of an incident that are between 1-5, 6-10, 10-30, and greater than 30 days.|Number of open incidents|
|Incidents created \(by priority\)|Distribution of the Incidents created priority wise|Number of incidents created|
|Incidents by activity channel|Total number of closed incidents created from different sources.|Number of resolved incidents|
|Mean time to resolve an incident \(by priority\)|Mean time to resolve the incidents priority wise|Incident MTTR|
|Average incident reassignment|Average number of times that incidents were reassigned.|Average incident reassignment|
|% high priority incidents|Percentage of P1 and P2 incidents that are successfully closed|% high priority incidents|
|Average number of incidents created per user|Average number of the incidents that are created by a specific user|Average number of incidents created per user|
|% Incidents associated with Problem|Percentage of the incidents that are associated with problem|% Incidents with associated Problem|
|Total outages due to incidents|Total outages in hours because of incidents.|Total outages due to incidents|