Major incident dashboard

concept australia Updated Sep 10, 2026 1 min read major-incident.md

Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.

KPIs for Major Incident.

Data Visualization	Description	KPI (Performance Analytics Indicator)
Overdue major incidents	Number of the major incidents that have breached the SLA.	Overdue major incidents
Open major incidents (by age and assignment)	Total number of open major incidents assigned/not assigned distributed over the age.	Open major incidents (by age and assignment)
Open major incidents (by services and state)	Distribution of major incidents between various services and state.	Open major incidents (by services)
Major incidents nearing resolution SLA	Percentage of the major incidents nearing the SLA. This is based on the percentage of SLA elapsed where the elapsed percentage is between 50-75%,76- 85%, 86-95%, above 95%.	Major incidents nearing resolution SLA
Closed major incidents (by services)	Distribution of closed major incidents between various services.	Closed major incidents (by services)
Mean time to take actions on a major incident	Average time taken for a major incident to be proposed, acknowledged and resolved.	Mean time to resolve a major incident
% Major incidents breached SLA	Percentage of major incidents that breached SLA.	% Major incidents breached SLA
% Major incidents closed without post incident report	Number of major incidents that are closed without having a post incident report (PIR).	% Major incidents closed without post incident report
% Major incidents associated with problems	Percentage of the major incidents associated with problems.	% Major incidents associated with problems
Outages due to major incidents	Total outages (in hours) caused due to major incidents.	Outages due to major incidents

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---
title: Major incident dashboard
description: Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/major-incident.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Platform Analytics KPIs and dashboards, Platform Analytics ITSM Dashboards, IT Service Management]
---

# Major incident dashboard

Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.

KPIs for Major Incident.

|Data Visualization|Description|KPI \(Performance Analytics Indicator\)|
|------------------|-----------|---------------------------------------|
|Overdue major incidents|Number of the major incidents that have breached the SLA.|Overdue major incidents|
|Open major incidents \(by age and assignment\)|Total number of open major incidents assigned/not assigned distributed over the age.|Open major incidents \(by age and assignment\)|
|Open major incidents \(by services and state\)|Distribution of major incidents between various services and state.|Open major incidents \(by services\)|
|Major incidents nearing resolution SLA|Percentage of the major incidents nearing the SLA. This is based on the percentage of SLA elapsed where the elapsed percentage is between 50-75%,76- 85%, 86-95%, above 95%.|Major incidents nearing resolution SLA|
|Closed major incidents \(by services\)|Distribution of closed major incidents between various services.|Closed major incidents \(by services\)|
|Mean time to take actions on a major incident|Average time taken for a major incident to be proposed, acknowledged and resolved.|Mean time to resolve a major incident|
|% Major incidents breached SLA|Percentage of major incidents that breached SLA.|% Major incidents breached SLA|
|% Major incidents closed without post incident report|Number of major incidents that are closed without having a post incident report \(PIR\).|% Major incidents closed without post incident report|
|% Major incidents associated with problems|Percentage of the major incidents associated with problems.|% Major incidents associated with problems|
|Outages due to major incidents|Total outages \(in hours\) caused due to major incidents.|Outages due to major incidents|