Operational problem
IT teams can accumulate large volumes of incident and request records without turning them into clear management decisions. This case study demonstrates a practical reporting approach for reviewing service performance and recurring patterns.
Key capabilities
- SLA compliance reporting
- Mean Time to Resolve (MTTR) analysis
- First Contact Resolution (FCR) and reopen-rate tracking
- Incident trends and operational segmentation
- Power BI-style visual reporting for service reviews
Conceptual architecture
Technology and methods
Management relevance
The dashboard is intended to support service reviews, expose recurring operational patterns and give IT leaders a clearer evidence base for discussing service quality and improvement priorities. Metrics should be interpreted with service context; no single KPI tells the whole story.
Scope and evidence
The linked repository is the technical proof-of-work. The repository documents a 1,200-record synthetic ITSM dataset, KPI definitions, reproducible Python data generation and a Power BI implementation guide. The sample data is for portfolio demonstration, not production customer data.
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About the author
Shahid Al Parvez Malik is a Senior IT Infrastructure & Service Delivery Manager focused on IT operations, enterprise infrastructure, ITSM, service performance, vendor coordination and practical AI-assisted operational improvement.