If you watched our June User Showcase webinar, Increasing Productivity Through Transparency Across Your Team, then you are familiar with Mark Wright, VP of Automation, at I.T.Works!


During the webinar, Mark showed how he and his team use BrightGauge to share and track data across multiple teams with the goal of boosting operational efficiency. 


Inspired by that content, we're sharing this month's dashboard: Service Operations Management. 


Mark's Service Operations Manager uses this dashboard which provides a high-level overview of their service team's productivity and their clients' happiness rating for the last 30 days. 


Service Operations Management Dashboard - view here

Sample Service Operations Management dashboard in BrightGauge


The key performance indicators (KPIs) monitored using this dashboard include:

  • Managed endpoints supported
  • Tickets per endpoints
  • Hours per endpoint
  • Ticket escalation ratio
  • SLA adherence


With this dashboard, a Service Operations Manager has a quick way to spot problems, trends, and any automation needs and is able to see the top ticket closers for the month.


If you want to recreate and customize this dashboard for yourself, check out the links below:

Service Operations Management Dashboard (public view link)

Service Operations Management Dashboard Buildout Key


Thank you, Mark, for sharing your valuable insights!


Make sure to visit our library of more report and dashboard templates and please feel free to reach out to with any questions!

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