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
—
—
—
First Time Resolution
—
—
SLA Performance
—
—
CSAT
—
—
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
—
—
SLA Performance
—
—
CSAT
—
—
MTTR (business days)
—
—
—
—
Demand & Volume
SLA Performance by Type
Mean Time to Resolve 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.
Key Performance Indicators
Ticket Volume
—
—
—
First Time Resolution
—
—
SLA Performance
—
—
CSAT
—
—
Nagios alerts only
Tickets raised by the Nagios monitoring account. The cards above leave these out of volume and first time resolution, so this row shows them on their own. The same date range applies; there are no traffic-light targets for Nagios.
Nagios Ticket Volume
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—
—
Nagios First Time Resolution
—
—
Nagios SLA Performance
—
—
Demand & Volume
SLA Performance by Type
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Total Hosts
—
Total Running Guests
—
Host Count by Location
Live SCVMM host inventory by location — daily snapshot
Running Guest Count by Location
Live SCVMM guest (VM) inventory by location — daily snapshot
Legacy Servers
Running guests on operating systems marked as legacy (Admin > Infrastructure)
Unmitigated Legacy Server Reduction
—
Overall Legacy Server Reduction
—
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
—
Memory Utilisation
—
Storage Utilisation
—
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)
—
Selected period
Avg Utilisation (Offices with Capacity)
—
vs desk capacity
Busiest Office
—
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
—
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
High-Risk Assets
Point-in-time snapshot taken on the day of each run. Assets with a TRS above 700.
Assets over TRS 700
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—
Critical/High fixed within 14 days
—
—
No targets agreed yet, so these are not RAG-rated. Arrows show change against 7 and 30 days earlier — fewer assets over TRS 700 is better; a higher fixed-within-14-days percentage is better.
Assets over TRS 700
Count of assets, with workstation and server split
Share of Assets over TRS 700
Percentage of all assets — stays comparable if the estate size changes
Remediation Speed
Critical/High (QDS 70+) patchable vulnerabilities on corporate assets. Each date describes findings first detected 44 to 14 days earlier, so every one has had its full 14 days to be fixed.
Fixed within 14 Days
% of the cohort fixed within 14 days of first being found (findings 44 to 14 days ago)
Remediation Volume
The numbers behind the percentage — a change in cohort size shows here
🤝 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
Detailed Reports
🤖 Claude Token Usage
AI cost analysis and usage breakdown by user, model and department
Change Delivery | Overview
📦 Change Delivery Overview
Live demand from Helix: your own changes, every change, the statistics, and how the process works
My Changes
Changes where you are the customer, the approver, the Change Coordinator or the Change Manager, matched on your sign-in email. Requests in Planning In Progress that you coordinate or manage have a Triage button. The filters below do not apply to this table.
Ticket #
Priority
Size
Product
Sprint
Customer
Approver
Coordinator
Growth Pillar
Status
Description
Last Update
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Ticket #
Priority
Size
Product
Sprint
Customer
Approver
Coordinator
Completed on
Days to deliver
Description
Click any chart segment to filter the charts. The same filter applies to the All Changes tab.
Total Tickets
—
CBS
—
ITSM
—
P1 / P2
—
By Status
By Size
By Department
By Product
By Priority
Backlog Age
By Growth Pillar
How a change flows
The stages a change goes through, from being logged to completion. Hover over (or tap, or tab to) any step to see what it means.
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Change Delivery | Sprint Board
🏃 Sprint Board
Progress for the selected sprint and the one before it — Projects and Sprint TBC items are not shown
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KPI & SLA | BIAA | 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
Improving Flow, releasing Capacity, and creating Value for the business
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
You don't have access to any pages yet. Please contact your administrator.
Administration | Admin
🔒 Admin
Manage Entra app roles and the pages each role can see
Access now comes from Entra app roles at sign-in, so people appear here once they have signed in. The group and admin settings below are a legacy fallback for the migration and are combined with any roles.
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Each role name is the value of an Entra app role. Create the role here and set its pages, export the JSON into the app registration, then assign Entra groups to it in the Enterprise Application. A user holding several roles gets all of their pages.
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ValueFlow Hourly Rates
Default rates used in the £ value calculation on case cards. Set department-specific rates to override.
Department-Specific Rates
Teams
The teams offered when naming a request on the Classify page. The code goes at the start of the Helix title (for example BIAA - J. Smith - P3/M/INT - ...), so keep it short and do not use “ - ” in it. Product codes are managed separately under Backlog Products. They are also the team filters on the Change Delivery pages (Overview, Projects, Roadmap, Design Authority, Investment Committee and Triage): a request belongs to the team whose code starts its Helix title.
Project Managers
The people offered in the PM list on the Classify page. The name is what people pick, the initials go into the Helix title (for example PGM - JS - P2/L/INT - ...; leave them blank to use the initials of the name, and do not use “ - ”), and the email is kept with the request for later use. Until at least one person is added, the PM on the Classify form is typed in.
Power BI Data Refresh
The Director view and the Service Desk, Infrastructure, Core Business, Overview and Facilities pages show results that are stored rather than worked out on every visit. They refresh by themselves every day at 06:00 and, for the periods that include today, every hour from 07:00 to 19:00 on weekdays. Use this to run every Power BI query again now, for example after a data fix. It takes a few minutes and the pages keep working while it runs.
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Legacy Operating Systems
Tick the operating systems that are out of support (“legacy”). On Infrastructure Performance > On Prem Infrastructure, the Legacy Servers graph and the two reduction tiles count running guests on these operating systems, split into mitigated and unmitigated. The list comes from the daily SCVMM guest snapshot; a new operating system appears here once a guest running it has been captured. “In history” marks the operating systems the older (pre-10 Nov 2026) history covers.
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Workflow Explainers
The text people see when they hover over a step of the process diagram on Change Delivery > Overview. Change the title or the explanation of any step and save. Plain text only (a blank line starts a new paragraph). Reset to default puts a step back to the original wording. The diagram itself is the file ticket-workflow.svg in the Hub's code.
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Team Capacity
Hours each team has available per month for change delivery work. The Roadmap compares this with the hours estimated on open requests. Teams come from the Teams tab. Leave a month blank if it is not set.
Design Authority & Investment Committee Approvals
Who is emailed when a decision is recorded, and which notification channels each body may use. Who can record decisions is set per role under Roles (the Approve tick on the Design Authority and Investment Committee pages).
Project Backlog Products
Known products for the backlog “By Product” chart. A ticket's product is matched to the shorthand (or full name), case-insensitively. Anything not listed here is reported as “Other”.