Enterprise Operations & SLA Dashboard
From a queue to an operational picture.
Service-request reporting across more than 8,000 records, with measures for backlog, SLA breaches, escalation, and resolution.
Make unresolved work visible.
The problem
A service operation needs to distinguish request volume from unresolved work and missed service expectations. The dashboard brings those dimensions together rather than relying on a single count.
The approach
The project analyzes more than 8,000 service requests. DAX measures track open backlog, SLA breaches, escalation rate, average resolution time, and total volume. These measures provide a common basis for reviewing operational performance.
What the work demonstrates
The project combines reporting requirements with explicit KPI definitions. It focuses on making service performance interpretable and on separating a growing workload from slower resolution or escalation.
Scope
This is a documented portfolio dashboard project. The work centers on operational measures and a repeatable reporting structure.