BT ITSM Performance Hub
Your Areas
Loading...
Executive Overview
BT ITSM Performance Overview
VALUEFLOW
Service Area Performance
Live summary across KPIs, projects, facilities and security
Combined Overview — All Desks
Sprint Overview
CBS Backlog
Office Occupancy
Security
📊 KPI & SLA Details
Combined view — all support desks. Select an area below for detail.
Combined Overview — All Desks
Demand & Volume
SLA Performance by Type
Select an Area for Detail
Ticket volumes, SLA compliance, CSAT and resolution metrics
System availability, incident trends and infrastructure health
Critical business application performance and support metrics
Overall operations, ticket backlog and resource allocation
Facility systems, maintenance tasks and infrastructure health
Qualys TRS, vulnerability management, M&A support and telephony
Business Intelligence, Analytics & Automation KPIs and SLA data
📱 Service Desk Performance
Live data from Power BI
Key Performance Indicators
Demand & Volume
SLA Performance by Type
🏗️ Infrastructure Performance
Live data from Power BI
Infrastructure Estate KPIs
High-level view of AV/Comms, Network, Backup, WiFi and Server Lifecycle health. Cards link through to their detail view once wired up — most are informational only until then.
💼 Core Business Systems
Live data from Power BI
Key Performance Indicators
Demand & Volume
SLA Performance by Type
⚙️ IT Asset Management — Return on Investment
Tracking the financial return delivered by ITAM since purchase
ROI Summary
Cumulative Value Over Time
Shows running total value since ITAM purchase. Crosses zero when total savings exceed the purchase cost.
Individual Findings
Each bar represents a discovery or saving attributed to ITAM. Hover for product detail.
Findings Detail
| Date | Product | Value | Cumulative ROI |
|---|---|---|---|
| Loading… | |||
🏚 Office Occupancy
Unique device sign-ins per office location — sourced from Intune / Entra
Summary
Per-Office Breakdown
Average unique devices per day for selected period. Utilisation % = avg devices ÷ desk capacity.
Day-of-Week Occupancy Pattern
Average devices per day of week across the selected period — shows WFH vs in-office patterns.
Monthly Trend
Average devices per day by month for key offices.
🔒 Security, M&A & Telephony
Security posture, vulnerability management, M&A support and telephony
Overall TRS Trend
Daily score vs. 30-day rolling average (out of 1000)
Workstation TRS Trend
Daily vs. 30-day average
Server TRS Trend
Daily vs. 30-day average
📈 BIAA
Business Intelligence, Analytics & Automation — KPI & SLA data
BIAA KPI and SLA data will be configured here.
📄 Project Backlog
Live backlog from Helix — click any chart segment to filter the table
By Size
By Department
By Product
By Priority
Backlog Age
By Growth Pillar
Tickets
| Ticket # | Priority | Size | Product | Sprint | Customer | Approver | Growth Pillar | Status | Description | Last Update |
|---|---|---|---|---|---|---|---|---|---|---|
| Loading… | ||||||||||
Detailed Reports
AI cost analysis and usage breakdown by user, model and department
💳 Claude Token Usage
Cost analysis and usage breakdown
Summary Metrics
Spend by User
Spend by Model
Spend by Product
Spend by Department
Spend by Division
Spend by Function
✅ QBR Actions
Quarterly Business Review action items and ownership
Estimating Change Demand
Develop a methodology to estimate and forecast change demand across ITSM, enabling better resource planning and capacity management.
Scope ITSM as a Function
Define the boundaries, responsibilities and operating model of ITSM as an organisational function to improve clarity and accountability.
Stakeholder Reporting Hub
Build a centralised reporting hub that provides stakeholders with timely, relevant performance data and insight across ITSM operations.
Work with HR to Source Talent
Partner with HR to identify skill gaps within the ITSM function and define a talent acquisition strategy to address current and future capability needs.
Mapping E2E System Architecture
Document the end-to-end system architecture across ITSM, M&A and supporting platforms to improve visibility, reduce risk and support future change.
Impact of AI on Job Descriptions
Assess how AI tooling and automation is reshaping roles within ITSM and update job descriptions to reflect evolving responsibilities and expectations.
🛡 Operational Resilience
Resilience actions, risks and initiatives
🔒 Access Required
You don't have access to any pages yet. Please contact your administrator.
🔒 Access Management
Manage users, groups and page permissions
Loading users...