Incidents per server per Month (Pervasive Management)
Incidents per server per Month (Pervasive Management)
This section shows the Incidents per server per Month for I-AIOps.
This is the Pervasive Management Insight which provides the trends for Incident per server per month and trend analysis for top 5 affected servers
Incident per server per month is the key metric as part of Advanced delivery where the ratio of Incidents to server has to be <0.8 for the month.
Pervasive Management Dashboard provides a trend analysis of the top five affected servers (top talkers) and identifies where noise need to be removed and/or an area of concern need to be addressed within the underlying environment.
By addressing the top five affected servers continuously at the account and squad level, it would help in reducing the noise and thus achieve the metric.
The following image shows how to use the Integrated AIOps Pervasive Management insight within the account management system. It supports identifying incident noise and pervasive issues within the managed environment. The insight provides the possibility for the account team to get insight where non-actionable incident tickets are created which should be addressed by tuning monitoring or working with the customer to address underlying systemic issues.
Business Value and benefits
- The Pervasive Management dashboard identifies noise within the environment and areas of concerns which need to be addressed by the account team to reduce the overall amount of incident tickets on the account.
- By reducing the noise, account team will be able to redeploy the resources to focus on Continuous Improvement Opportunities, customer needs and other value-added activities.
- Account team can manage to transform from fire-fighting mode to proactive management of customer needs.
Metrics
The following table provides a description and calculation for each KPIs/Metrics used within the insight.
Filters:
From a specific filter drop-down, select the items you want, then click Update
, and Apply
. To reset all the filters, click on Reset Filters
at any time. This will remove all filters selected and move to default view.To remove a specific filter, unselect the item from the drop-down,
Update
and then Apply
. Otherwise, go to the Adjustable filter line on the top and use x
to remove any filter of your choice.KPI/Metric Name | KPI/Metric Description |
|---|---|
Incidents per server per month | Calculation of the last three months of this metric. For the current month, the month to date received tickets are calculated for the full month. This is to show a realistic projection of where the account is going to end up on this metric at the end of the month. See "Calculation of projected incident per server per month value" formula at the bottom of this page. This widget is not affected by filters applied to the dashboard. |
Servers linked with tickets | Count of distinct servers associated with the tickets |
Total Ticket Count | Count of incident tickets |
MTTR Incl Hold (Minutes) | Mean Time taken to Resolve server tickets which includes the hold time |
MTTR Excl Hold (Hours) | Mean Time taken to Resolve server Tickets which excludes the hold time |
Capacity Vs Non Capacity | "Storage incidents compared to non-storage incidents. Incidents that occur because of storage issues such as insufficient disk space are classified as Capacity tickets. Incidents not related to storage, such as server or network related issues are classified as Non-Capacity tickets." |
Server Region | Region where the server exists. Example: EMEA |
Priority View | "Count of Tickets along with the severity (P1- Critical, P2-Major, P3-Minor, P4-Low). Mouse hover on any of the priority view Tree map to view a tooltip. The tooltip displays Priority and count of tickets for that priority. Example: ‘P2- Major Count: 611', which indicates the priority level is ‘Major' and 611 tickets are available under major level. Similar information is available for Critical, Minor and Low priority tickets. The sum of priority wise ticket count (P1+P2+P3+P4) shown in Priority View always matches the Total Ticket Count" |
Top 50 servers | Top 50 servers associated with the tickets |
Server Function | Different type of server function |
OpCo | OpCo (Sub-Companies) based on the Ticket Count |
Top 50 Category | Top 50 Category which are handling the Incident Tickets |
Assignment Group | Assignment Group to which the servers are assigned |
Day wise Category Trend | Day-by-day trend of tickets broken down by category |
Day wise Priority Trend | Day-by-day trend of tickets broken down by priority |
Month Wise Trend | Monthly trend of ticket creation on the respective server |
Week Wise Trend | Weekly trend of ticket creation on the respective server |
Top Servers On Issues | "Top 10 servers that are associated with different issues. Mouse hover on the heat map to view the server's name, disk space and issue type" |
Top Issues on Servers | "Top five categories of issues impacting the servers. Mouse hover on the heat map to view the Ticket Category, server name and issues count" |
Service Line | Number of tickets broken out by service line |
Incident Details | Detailed listing of incident tickets, including all the available fields for this report. You can download the details to an Excel spreadsheet. |
Calculation of projected incident per server per month value:
in-scope of Kyndryl incident received month to date projected incident per server per month = --------------------------------------------------- x number of days of full month elapsed days within the month
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