When a customer reports an issue it is recorded as an incident in our incident management tool. Details on the date

raised, date closed, type of issue, priority of issue, customer, department and analyst are recorded.

IT Support are responsible for responding to and resolving the incidents logged in the tool, with a specific focus on

resolving the incidents within agreed timelines based on priority.

The data has been captured in the incident management tool, and now we would like to use it to drive continuous

improvement using the ITIL $($Information Technology Infrastructure Library$)$ framework. You have been asked to work with the IT support team to design an interactive incident management dashboard

based on ITIL metrics. The dashboard will be used by the IT leadership to track performance and the IT support team

to track trends. You will need to work with operational support peers and leaders to capture the requirements and

design a solution.

Prepare an $8-$minute presentation to feedback on:

Who are the customers and what would you ask them?

How would you gather the requirements?

Which $5$ key ITIL metrics would you recommend to track?

Which interactive reporting solution would you recommend and why?