Service intake, queue health, incidents, changes, workload, and operational risk in one operating view.
Operational Focus
Keep work visible, stable, and prioritized.
Built for the 10-person ODOE IT team, this view supports daily operations. It emphasizes queue discipline, incidents, changes, workload balancing, and the blockers that need action now.
Audience: IT manager, team leads, service ownersSource mix: intake + incidents + project boardCadence: daily review + weekly pulse
Time Window
The range buttons change the time window, while the toggles narrow the page to higher-risk items or hide AI assist panels.
+4 this month
64
Open requests in queue
2 past target
9
High-priority items
steady
96%
Change success rate
up from 63%
71%
Planned work share
down 42 min
4.6 hrs
MTTR for high-priority incidents
Workload By Class Of Work
Operational demand should be transparent enough that the team can spot overload before it becomes churn.
Watch capacity
Support requests28 open | 6 older than 10 days
Projects and enhancements19 open | 4 blocked
Security and access work8 open | 2 audit-linked
Data / analysis / reporting enablement5 open | 1 leadership sponsor
Unplanned incidents4 active | 1 service degradation
Incident And Escalation Watch
Items here should be reviewed in daily standup and highlighted in the IT manager update.
1 service risk
Issue
Owner
Current State
Next Move
Remote access latency for remote staff Sev-2 degradation affecting access to reporting and publishing tools under the enterprise severity framework
Infrastructure lead
Vendor case open, packet analysis in progress
Update incident runbook at 10:30 AM and confirm workaround message
Leadership escalation: dashboard timing Monthly leadership dashboard input was late from one source system
Data / apps pair
Temporary manual extract used for Friday's update
Decide whether to automate the data extract this sprint or hold for next cycle
Identity queue backlog Joiner / mover tickets aging due to policy review
Service desk lead
2 pending approvals from business owners
Escalate approvals before noon to avoid day-3 breach
Change Calendar And Readiness
Designed to keep higher-risk work visible and reduce last-minute surprises.
5 ready to go
Wednesday 7:00 PM
Monthly patch window Endpoints + core server patch bundle. Rollback tested in staging.
Thursday 5:30 PM
Data refresh workflow update Needed for public data refresh and dashboard publishing.
Friday 6:00 PM
Energy Strategy site update Low-risk publish for refreshed Energy Strategy materials and supporting links.