A command board for a service desk that wants fewer repeats — not more tickets closed.

Problem, surge, and service desk analytics: split incident from request, catch surges early, cluster the repeats, and surface the problem candidates worth a record.

Dummy-data demo. Tenant: Northwind Municipal. No live ticket tenant, no employer data.

Command

Majors, surge, health, incident vs request, and the top problem pile at a glance.

Alerts

5 tickets in 60 minutes → Mute / Noise / Dismiss, with P1 and major breakthrough.

Repeats

14-day clusters ranked by pain value.

Problems

Candidates scored impact × urgency × frequency — a human confirms the record.

Status

Service status from the worst of tickets, monitors, and majors.

Desk

Incident vs request queues, kept apart on purpose.

Changes

Incidents correlated 24–72h after a change.

Briefing

Monday briefing: restore, repeats, majors, unowned problems, mute review, known-error age.

The demo story

SEV-1 payroll outage after a rolled-back emergency change.
VPN flaps after an endpoint patch — a live surge.
Email delay against an ageing known error, KE-14.
CRM search timeouts after CHG-2210.
Print Services starts muted, so mute and known-error noise show in one pass.

Default page — interactive app deploys here from the ITSM2 repository.