Project Overview

This dashboard was designed to evaluate IT support ticket performance through a clean, executive-ready Power BI report. It brings together key service metrics such as total tickets, open tickets, average resolution hours, SLA compliance, priority levels, SLA plan performance, and regional trends.

Business Problem

IT support teams need a clear way to monitor service performance, identify ticket bottlenecks, and understand whether support activity is meeting SLA expectations. Without a centralized dashboard, it becomes harder to quickly spot delays, compare performance across categories, and communicate operational issues to stakeholders.

Tools Used

• Power BI
• DAX
• Power Query
• Excel / CSV Data Cleaning
• Data Modeling
• Dashboard Design
• Operational Analytics

Key Features

• KPI cards for total tickets, open tickets, SLA compliance, and resolution hours
• Ticket trend analysis over time
• SLA compliance breakdown by service plan
• Priority-level ticket performance analysis
• Regional filtering and performance comparison
• Clean executive-style insight summary section

Dashboard Insights

The report helps identify which ticket priorities and SLA plans are driving service delays, where support volume is concentrated, and how resolution performance changes over time. It provides stakeholders with a fast way to evaluate support health and understand where operational improvements may be needed.

Business Value

This project demonstrates how business intelligence can turn raw support ticket data into actionable operational insight. The dashboard helps improve visibility, supports faster decision making, and gives leadership a professional reporting tool for tracking service performance.