Combined view — all support desks. Select an area below for detail.
⚠ Power BI data failed to load
Ensure the service principal has Member access to the Helix SLA Power BI workspace, and that PBI_CLIENT_ID / PBI_CLIENT_SECRET are set in App Service configuration.
Combined Overview — All Desks
Ticket Volume
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—
—
First Time Resolution
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—
SLA Performance
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—
CSAT
—
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Demand & Volume
SLA Performance by Type
Select an Area for Detail
🎭 Service Desk
Ticket volumes, SLA compliance, CSAT and resolution metrics
🏗️ Infrastructure
System availability, incident trends and infrastructure health
💼 Core Business Systems
Critical business application performance and support metrics
⚙️ Operations
Overall operations, ticket backlog and resource allocation
🏚 Facilities
Facility systems, maintenance tasks and infrastructure health
🔒 Security, M&A & Telephony
Qualys TRS, vulnerability management, M&A support and telephony
📈 BIAA
Business Intelligence, Analytics & Automation KPIs and SLA data
Service Desk | Performance Details | Connecting to Power BI...
📱 Service Desk Performance
Live data from Power BI
⚠ Power BI data failed to load
Ensure the service principal has Member access to the Helix SLA Power BI workspace, and that PBI_CLIENT_ID / PBI_CLIENT_SECRET are set in App Service configuration.
Key Performance Indicators
Ticket Volume
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—
—
First Time Resolution
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—
SLA Performance
—
—
CSAT
—
—
Demand & Volume
SLA Performance by Type
Infrastructure | Performance Details | Connecting to Power BI...
🏗️ Infrastructure Performance
Live data from Power BI
⚠ Power BI data failed to load
Ensure the service principal has Member access to the Helix SLA Power BI workspace, and that PBI_CLIENT_ID / PBI_CLIENT_SECRET are set in App Service configuration.
Infrastructure Estate KPIs
High-level view of AV/Comms, Network, Backup, WiFi and Server Lifecycle health. Cards link through to their detail view once wired up — most are informational only until then.
On target
Within 20% of target
Off target
No target / awaiting data
Key Performance Indicators
Ticket Volume
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—
—
First Time Resolution
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—
SLA Performance
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—
CSAT
—
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Demand & Volume
SLA Performance by Type
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Total Hosts
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Total Guests
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Host Count by Location
Live SCVMM host inventory by location — daily snapshot
Guest Count by Location
Live SCVMM guest (VM) inventory by location — daily snapshot
Host Utilisation
CPU/memory are allocation ratios (vCPU/RAM committed to guests vs. physical) — not live load. Storage is real capacity used. Latest snapshot as of —.
Selection
All Hosts
CPU Utilisation
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Memory Utilisation
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Storage Utilisation
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CPU Utilisation Over Time
Memory Utilisation Over Time
Storage Utilisation Over Time
Core Business Systems | Performance Details | Connecting to Power BI...
💼 Core Business Systems
Live data from Power BI
⚠ Power BI data failed to load
Ensure the service principal has Member access to the Helix SLA Power BI workspace, and that PBI_CLIENT_ID / PBI_CLIENT_SECRET are set in App Service configuration.
Key Performance Indicators
Ticket Volume
—
—
—
First Time Resolution
—
—
SLA Performance
—
—
CSAT
—
—
Demand & Volume
SLA Performance by Type
Operations | ITAM ROI
⚙️ IT Asset Management — Return on Investment
Tracking the financial return delivered by ITAM since purchase
ROI Summary
Purchase Cost
—
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Total Savings Found
—
— findings
Net ROI
—
vs purchase cost
ROI %
—
return on investment
Cumulative Value Over Time
Shows running total value since ITAM purchase. Crosses zero when total savings exceed the purchase cost.
Individual Findings
Each bar represents a discovery or saving attributed to ITAM. Hover for product detail.
Findings Detail
Date
Product
Value
Cumulative ROI
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Facilities | Office Occupancy
🏚 Office Occupancy
Unique device sign-ins per office location — sourced from Intune / Entra
ⓘ Data is aggregated monthly. Sub-weekly time periods (e.g. Last Week) will reflect a partial month and may not be representative.
Include days:
Summary
Avg Daily Devices (All Offices)
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Selected period
Avg Utilisation (Offices with Capacity)
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vs desk capacity
Busiest Office
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by avg daily devices
Unknown / Unclassified
—
incl. vacated IP conflicts
Per-Office Breakdown
Average unique devices per day for selected period. Utilisation % = avg devices ÷ desk capacity.
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Day-of-Week Occupancy Pattern
Average devices per day of week across the selected period — shows WFH vs in-office patterns.
Monthly Trend
Average devices per day by month for key offices.
Security, M&A & Telephony | Performance Details
🔒 Security, M&A & Telephony
Security posture, vulnerability management, M&A support and telephony
Overall TRS
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Total assets: —
Workstation TRS
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Workstations: —
Server TRS
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Servers: —
On Target (<350)At Risk (350–499)Breaching KPI (≥500)Arrows show day-on-day change — red↑ worse, green↓ better
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Overall TRS Trend
Daily score vs. 30-day rolling average (out of 1000)
Workstation TRS Trend
Daily vs. 30-day average
Server TRS Trend
Daily vs. 30-day average
🤝 M&A Support
Mergers & Acquisitions support metrics — coming soon
M&A KPI data will be configured here.
📞 Telephony
Telephony performance and SLA metrics — coming soon
Telephony KPI data will be configured here.
KPI & SLA | BIAA
📈 BIAA
Business Intelligence, Analytics & Automation — KPI & SLA data
Projects
📄 Project Backlog
Live backlog from Helix — click any chart segment to filter the table
Viewing:All Tickets
Total Tickets
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CBS
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ITSM
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P1 / P2
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By Size
By Department
By Product
By Priority
Backlog Age
By Growth Pillar
Tickets
Ticket #
Priority
Size
Product
Sprint
Customer
Approver
Growth Pillar
Status
Description
Last Update
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Detailed Reports
🤖 Claude Token Usage
AI cost analysis and usage breakdown by user, model and department
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Projects | Claude Token Usage
💳 Claude Token Usage
Cost analysis and usage breakdown
Summary Metrics
Total Spend (£)
£0
$0.00
Average per User (£)
£0
$0.00
Budget Usage
0%
Budget: —
Spend by User
Spend by Model
Spend by Product
Spend by Department
Spend by Division
Spend by Function
Value Summary
Estimated ROI (£)
£0
Based on use cases in period
Realised ROI (£)
£0
Confirmed across use cases in period
Est. Hours Saved (p.a.)
0
Annualised across use cases
Use Cases
0
In selected period
Skills
0
In selected period
Prompts
0
In selected period
User Value Breakdown
ROI estimated at £50/hr where no explicit value is set. Realised ROI coming soon.
User
Spend (£)
Use Cases
Skills
Prompts
Est. Time Saved (hrs/yr)
Est. ROI (£)
Realised ROI
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QBR Actions
✅ QBR Actions
Quarterly Business Review action items and ownership
📈
Estimating Change Demand
Develop a methodology to estimate and forecast change demand across ITSM, enabling better resource planning and capacity management.
🏗
Scope ITSM as a Function
Define the boundaries, responsibilities and operating model of ITSM as an organisational function to improve clarity and accountability.
📊
Stakeholder Reporting Hub
Build a centralised reporting hub that provides stakeholders with timely, relevant performance data and insight across ITSM operations.
👥
Work with HR to Source Talent
Partner with HR to identify skill gaps within the ITSM function and define a talent acquisition strategy to address current and future capability needs.
🗺
Mapping E2E System Architecture
Document the end-to-end system architecture across ITSM, M&A and supporting platforms to improve visibility, reduce risk and support future change.
🤖
Impact of AI on Job Descriptions
Assess how AI tooling and automation is reshaping roles within ITSM and update job descriptions to reflect evolving responsibilities and expectations.
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Operational Resilience
🛡 Operational Resilience
Resilience actions, risks and initiatives
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New Action
ValueFlow
ValueFlow Scorecard
Value created for the business by Business Technology
Value Released
Intervention Status
By DR Area
By Driver
ValueFlow Activity
Build Case Card
Demand Removed
Service Operations Impact
Business Functions Benefiting
Each business function that receives capacity from the removed demand. Pick a preset to auto-fill value indicators.
Narrative Comparison
Bullet points for the Traditional ITIL view vs ValueFlow view. One per line.
New ValueFlow Intervention
Capabilities — which VF capability does this exercise?
Drivers — what is being used to change something?
Principles — which principles guided this work?
🔒 Access Required
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Administration | Access Management
🔒 Access Management
Manage users, groups and page permissions
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ValueFlow Hourly Rates
Default rates used in the £ value calculation on case cards. Set department-specific rates to override.