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What are the best ways to visualize problem management data for computer repair?

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Problem management is the process of identifying, analyzing, and resolving the root causes of recurring or potential incidents that affect the performance and reliability of computer systems. As a computer repair professional, you need to track and measure the effectiveness of your problem management activities, such as reducing the number and impact of incidents, improving the quality and availability of service, and increasing customer satisfaction. But how can you visualize and communicate your problem management data in a clear and compelling way? In this article, we will explore some of the best ways to visualize problem management data for computer repair, using different types of charts, graphs, and dashboards.

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1 Incident trends and patterns

One of the most basic and useful ways to visualize problem management data is to show the trends and patterns of incidents over time. This can help you identify the frequency, severity, duration, and distribution of incidents, as well as the main categories, sources, and causes of problems. You can use line charts, bar charts, pie charts, or heat maps to display incident trends and patterns, depending on the level of detail and comparison you want to show. For example, you can use a line chart to show the number of incidents per month, a bar chart to show the average resolution time per category, a pie chart to show the percentage of incidents by source, or a heat map to show the impact of incidents by location.

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Kazim Ali

" Top Product Management Voice | Product Manager | Program Manager | ServiceNow NextGen Extern @ ServiceNow | Certified SAFe? 5 Practitioner, AI-First Product Leader | Generative AI | IoT, SaaS, Supply Chain | Blogger
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In my Opinion, I think It's super helpful to visualize how incidents trend over time - this reveals frequency, severity, duration, categories, sources, and root causes. For example, line charts can uncover monthly incident volume, while pie charts might show the percentage of network vs software incidents. Heat maps also shine by mapping incidents geographically. The goal is extracting insights to boost prevention.

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2 Problem resolution and performance

Another important way to visualize problem management data is to show the resolution and performance of problems, such as how quickly and effectively you solve them, how much you reduce the risk and cost of incidents, and how you improve the service level and customer satisfaction. You can use various types of charts and graphs to show problem resolution and performance, such as histograms, scatter plots, funnel charts, or gauges. For example, you can use a histogram to show the distribution of resolution time, a scatter plot to show the correlation between resolution time and customer satisfaction, a funnel chart to show the stages of problem resolution, or a gauge to show the progress towards a service level target.

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Kazim Ali

" Top Product Management Voice | Product Manager | Program Manager | ServiceNow NextGen Extern @ ServiceNow | Certified SAFe? 5 Practitioner, AI-First Product Leader | Generative AI | IoT, SaaS, Supply Chain | Blogger
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representing data and drawing a comparative analysis using the charts are always helpful and frankly speaking, Top Management prefers that way because its descriptive yet crisp and more visual adds value to the stakeholders and end customers. Some of the benefits of using graph includes learning a ton about resolving issues effectively by charting key metrics like speed, risk reduction, and customer satisfaction. Scatter plots might reveal relationships between faster fixing and happier users. Funnels illustrate where we're losing people in the problem-solving workflow. The endgame is continuously improving.

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3 Problem management dashboard

A problem management dashboard is a comprehensive and interactive way to visualize problem management data, as it allows you to combine different types of charts and graphs, filter and drill down into details, and monitor and update your data in real time. A problem management dashboard can help you gain insights, identify issues, and take actions based on your problem management data. You can use various tools and platforms to create and customize your problem management dashboard, such as Excel, Power BI, Tableau, or Google Data Studio. For example, you can create a problem management dashboard that shows the summary and breakdown of incidents, problems, and changes, as well as the key performance indicators (KPIs) and metrics of problem management, such as resolution rate, mean time to resolve, problem backlog, problem cost, and customer satisfaction.

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Kazim Ali

" Top Product Management Voice | Product Manager | Program Manager | ServiceNow NextGen Extern @ ServiceNow | Certified SAFe? 5 Practitioner, AI-First Product Leader | Generative AI | IoT, SaaS, Supply Chain | Blogger
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Dashboards integrate various visuals and enable drilling into the data. In today's life, everything is data. Corporate wants to see how's the companny doing in terms of growth and monetary gains, Global Leaders wants to see the overall impact globally and locally and what key metrics are used, Managers and Team leaders are interested in team management, how are team performing and stacked against each other and many more. So taking this data and playing around with it is very important and that's where problem management dashboards come into play. With the right tools, we can get instant visibility into incidents, problems, changes - and crucially - our KPIs. The power lies in an at-a-glance snapshot to enhance decision-making.

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4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Kazim Ali

" Top Product Management Voice | Product Manager | Program Manager | ServiceNow NextGen Extern @ ServiceNow | Certified SAFe? 5 Practitioner, AI-First Product Leader | Generative AI | IoT, SaaS, Supply Chain | Blogger
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Visualizations tell powerful stories but they're only one part of the puzzle. We also need to carefully define the metrics, maintain reliable data flows, and foster a culture that acts on insights. An incremental approach allows time to learn and refine. While flashy dashboards might wow executives, meaningful improvements come from engaged teams who feel ownership in enhancing problem management. Data, people, and process all play key roles in this continuous improvement journey.

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Derek Tabor

Technical Writer / Novelist
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Process management and root cause analysis have helped to find, fix, and fully resolve many issues over time. Being able to put this into a Pareto diagram helps isolate common issues, especially when disparate problem sources reveal themselves to point to a single issue.

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What are the best ways to visualize problem management data for computer repair?

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2

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4

1 Incident trends and patterns

2 Problem resolution and performance

3 Problem management dashboard

4 Here’s what else to consider

Computer Repair

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What are the best ways to visualize problem management data for computer repair?

1

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1 Incident trends and patterns

2 Problem resolution and performance

3 Problem management dashboard

4 Here’s what else to consider

Computer Repair

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