ITSM Financial Command Center

1. Introduction

Welcome to the ITSM Financial Command Center! The platform gives IT leadership a single, executive-level view of operations. Connect your ticketing system — Zendesk, Jira, ServiceNow, or a custom REST API — and see your ticket queues, Service Level Agreement (SLA) health, and exact financial revenue at risk in one place. Premium accounts connect one ticketing platform; the free trial and Enterprise can connect several at once and see them merged into a single view.

2. Executive Summary (For Management)

The ITSM Financial Command Center isn't just a tool for agents—it's a strategic asset for IT leadership. By centralizing operations, the platform delivers immediate, measurable impact on your bottom line and service quality:

• Reduce MTTR (Mean Time to Resolution): Our system proactively flags SLA risks before they breach, drastically improving resolution speeds and customer satisfaction scores.
• Optimize Resource Allocation: A single consolidated view of your connected platform eliminates reporting silos. Managers can instantly see bottlenecked queues and redeploy staff dynamically where they are needed most.
• License Cost Consolidation: Instead of paying for premium reporting add-ons on your ticketing platform, consolidate your macro-level SLA and financial tracking into a single, cost-effective view.
• Enterprise-Grade Security & Privacy by Design: Built with GDPR principles — automated "Right to be Forgotten" account deletion, AES-256-GCM encrypted credential storage, server-side PII stripping, and strict per-account data isolation.

3. Getting Started

Creating an Account

When you first visit the site, you will be prompted to log in or register. To create a new account:

1. Navigate to the Registration Screen.
2. Enter your Full Name, Company Name, Email, and a secure password. Fields marked with * are mandatory. You may optionally add a phone number (validated for format) so we can reach you about your account.
3. By default, all new accounts automatically start with a 7-Day Free Trial, giving you access to every feature except Single Sign-On.
4. Click "Create Account". Check your inbox and click the confirmation link to verify your email address. The confirmation email is sent from noreply@itsmdashboard.dev.
5. Once verified, return to the site and log in to access your dashboard.

Signing In & Password Tools

• Show / hide password: Every password field has an eye icon on the right — click it to reveal what you've typed and click again to hide it.
• Forgot your password? On the sign-in screen, click "Forgot password?" next to the password label. Enter your email address and we'll send a secure reset link. Clicking the link brings you back to the portal, where you can set a new password (minimum 8 characters) and then sign in with it.

4. Connecting Your Data Streams

The platform supports multiple ways to connect to your existing ticketing systems securely. Go to the dashboard and look for the "ITSM Connection Settings" configuration panel.

A. Zendesk (OAuth 2.0)

We use an Enterprise-Grade OAuth 2.0 flow to securely connect your Zendesk environment without you handling sensitive API tokens.

1. Select Zendesk from the dropdown menu.
2. Enter your Zendesk Subdomain (e.g., enter mycompany if your URL is mycompany.zendesk.com).
3. Click "Connect with Zendesk (OAuth)". You will be securely redirected to the official Zendesk login portal.
4. Authorize the application. Once approved, Zendesk will seamlessly redirect you back to your live dashboard.
5. Background Rotation: Our backend securely maintains and rotates a refresh_token in the background, keeping your connection alive automatically even when tokens expire.

B. Jira Service Management

You can also connect directly to Atlassian's Jira platform.

1. Select Jira Service Management from the dropdown.
2. Enter your Atlassian Domain, Account Email, and Jira API Token (Basic Auth).
3. Optionally provide a specific Jira Project Key or JQL query to limit the tickets pulled into the dashboard.
4. Click "Connect Dashboard".

C. ServiceNow

You can also connect to your ServiceNow instance securely.

1. Select ServiceNow from the dropdown.
2. Enter your ServiceNow Instance Name (e.g., dev12345), Username, and Password.
3. Click "Connect Dashboard".

D. Custom REST API (Dynamic)

If you use a proprietary or in-house ticketing system, you can use our dynamic Custom REST API engine to pull in your tickets.

1. Select Custom REST API (Dynamic) from the dropdown.
2. In the JSON configuration box, specify your API's endpointUrl, HTTP method, and necessary headers (e.g. Bearer tokens).
3. Use the mappings block to tell the engine exactly how to translate your API's JSON keys into our standardized fields (e.g., map your system's "subject" to our "title").
4. Click "Connect Dashboard". The engine will instantly fetch your custom API, translate the data, and render the financial dashboard!

5. Navigating the Dashboards

The Classic View & True 2D Resizing

Once connected, your dashboard will populate with customizable widgets. Built on a fluid CSS Flexbox engine, you have ultimate layout control:

• Freeform Resizing: Grab the bottom-right corner of any widget to resize it diagonally, horizontally, or vertically. The surrounding graphs will dynamically flow out of the way.
• Expand/Shrink Buttons: Click the "Maximize" icon in the top right of any widget to instantly snap it to full-width for executive presentations.
• Reordering: Click and drag the grid icon in the top left of any widget to reorder your dashboard.

Dark & Light Themes

Use the Dark | Light toggle in the header to switch the entire portal between a light professional theme (the default) and a dark theme. Your choice is remembered on your device and applies everywhere — both dashboards, settings, and the sign-in screens.

Executive Insights

Our platform analyzes your current queue. At the top of your screen, you will see a dynamic "Executive Insights" banner that gives you a human-readable summary of your workload.

The Strategic Dashboard & Business Configurations

Click "Go to Strategic View" to enter the executive console. Here, operational metrics are translated into financial impact:

• Revenue at Risk: By clicking the "Configure Capabilities" button, you can map your service/component names to exact financial values (e.g., "Checkout System" = £5,000, "User Profiles" = £100). The dashboard dynamically calculates the exact amount (in £) currently threatened by open tickets — see the calculation details below.
• SLA Configurator: On the Classic dashboard, the "Configure SLA" option lets you set your penalty model (base penalty, daily penalty, and maximum cap for Critical and High priority tickets). These values drive the Est. SLA Liability KPI — see the calculation details below.

How the Financial Calculations Work

Revenue at Risk (Strategic Dashboard). Every ticket that is not yet Resolved or Closed is checked against your configured capabilities. A ticket counts towards a capability when its service field matches the capability name (case-insensitive, partial matches allowed). The service field is the component field in Zendesk, component names in Jira, and the Business Service / Configuration Item in ServiceNow. Each matching ticket contributes:

Impact (£) = Capability Base Value × Priority Multiplier

Each capability's Revenue at Risk is the sum of its ticket impacts, and the headline figure is the total across all capabilities. Example: a £100,000 capability with one open Critical and two open Medium tickets shows £100,000 × 1.0 + £100,000 × 0.05 × 2 = £110,000 at risk. Tickets whose service field doesn't match any configured capability are not counted.

Est. SLA Liability (Classic Dashboard). This applies your configured penalty model to the age of open tickets. A Critical ticket starts accruing after it has been open for 4 hours; a High ticket after 24 hours. Once over its threshold, a ticket costs:

Penalty (£) = Base Penalty + (full days open × Daily Penalty), capped at your Max Cap

The KPI is the sum across all open Critical and High tickets (Medium/Low never contribute). Example: a Critical ticket open for 50 hours with a £1,000 base, £500/day and £5,000 cap costs £1,000 + (2 × £500) = £2,000. Until SLA settings are configured, this card shows an "Action Required: Configure SLA" prompt instead of a value.

Resolution times (MTTR and the category charts). Every resolution time is measured in working hours — 08:00 to 18:00 UK time, Monday to Friday — over the last 90 days. A ticket raised at 17:00 on Friday and closed at 09:00 on Monday counts as 2 hours, not 64, because nobody worked the weekend. Public holidays are not excluded, since they differ by country. Days shown alongside these figures are working days of 10 hours, so “2.0d” means 20 working hours.

If a ticket’s timestamps are inconsistent — resolved before it was created, which happens with migrated tickets or clock differences between systems — it still counts towards ticket volumes, but is left out of the resolution-time averages, because its duration cannot be known. Enterprise breakdowns tell you how many were set aside.

At Risk of SLA Breach (Classic Dashboard). Separately from the penalty model, this counter uses your ITSM platform's own SLA deadlines: it counts open tickets whose SLA target expires within the next 4 hours. Tickets that have already breached, or that carry no SLA deadline from the platform, are not counted.

Weekly figures use calendar weeks, Monday to Sunday, UK time. The Resource Planning Forecaster and the Backlog Clearance Rate both bucket by the same weeks your ITSM platform reports on, so a figure here can be checked directly against a report from Zendesk, Jira or ServiceNow. Each week is labelled by its commencing date — “3 Aug” means Monday 3 August 00:00 to Sunday 9 August 23:59.

The current week is shown but excluded from every average and from the trend line, because it holds only the days that have happened so far — counting a Tuesday as a full week would make output look like it had collapsed. Charts also show two projected weeks, which carry a forecast only.

When a ticket counts as resolved. We use the date your platform records as the solve date. For Zendesk that is the solved timestamp from its own ticket metrics; if a ticket predates those metrics or your plan does not include them, we fall back to an estimate from the last-updated date, which can place a ticket a few days out. Reopened and re-solved tickets count on their most recent solve date.

KPI Breakdowns (Enterprise)

On the Enterprise plan, nine KPI cards across both dashboards become interactive — they show a small "View breakdown →" hint and open a detailed drill-down explaining exactly how the figure was produced:

• Classic dashboard: SLA Health Score (health by priority and by category), Total SLA Breaches (platform-flagged vs internal 4h/24h rules, breach rates per category, longest-standing breaches), Est. SLA Liability (cost split by priority, capped tickets, the highest-liability tickets), and Stale Tickets (share of active work untouched, longest-untouched list).
• Strategic dashboard: FCR Rate (first-time vs reassigned resolutions and the specific tickets that missed), MTTR (median and P90 percentiles, slowest categories and resolutions), Ticket Friction (bounce distribution and most-bounced tickets), Revenue at Risk (per-capability values, highest-impact tickets, unmatched-ticket count), and Resolution Rate (demand vs output per category, backlog-growers first).

Two charts on the Strategic dashboard have their own "View breakdown →" and "View resource planning →" links:

• Keyword Categorization: lists the categories from your ITSM that matched none of our keywords. Those fall into Operational Load by default rather than because they are operational work, so the breakdown also ranks categories by the total working hours they consume — the averaged line on the chart cannot show that.
• Resource Planning: a prediction of how much capacity next week's forecast demands, expressed both as a percentage of what your team currently delivers and — if you enter your team size — as a number of people. Enter the size in the small Support team size box on the Resource Planning Forecaster widget; it is optional, saved against your account, and can be cleared at any time. Leaving it empty still shows the percentage. The drill-down also states how much confidence the forecast deserves, and warns you when your history looks incomplete.

Exporting Reports (PDF & PowerPoint)

Both the Executive Dashboard and the Strategic Dashboard have an "Export Report" button (top right). Clicking it opens a menu with two options:

• Print / Save as PDF: Opens your browser's print dialog, where you can print the current view or save it as a PDF.
• Export to PowerPoint: Instantly generates and downloads a formatted .pptx presentation of the dashboard's KPIs and charts — ideal for board packs and stakeholder updates. The Executive deck summarises your SLA KPIs (health score, breaches, ticket age, and estimated £ liability); the Strategic deck summarises business-capability risk, XLA health, team productivity (MTTR/FCR), and the resource forecast.

6. Subscriptions & Billing

Your account starts with a 7-Day Free Trial that includes every feature except Single Sign-On — so you can evaluate the Enterprise capabilities, not just the basics, before deciding. After 7 days your dashboard locks to protect your data streams, and you will be prompted to choose a plan to continue.

Available Plans

• Free Trial (£0): 7 days, no card required — the whole product, including the Enterprise features: KPI breakdowns, multiple connected platforms, both dashboards and all exports. The one exception is Single Sign-On, which needs to be set up with your identity provider and cannot be self-served.
• Premium (£49.99/mo): Uninterrupted live sync, both dashboards, all exports and email support — with one connected platform and without the Enterprise KPI breakdowns. Billed monthly via Stripe; cancel anytime.
  Moving from the trial to Premium? Because the trial includes the Enterprise features, Premium is a step down from what you have been using. If you connected more than one platform during your trial, you cannot subscribe to Premium until only one remains — the Choose a Plan window lists them and lets you remove the extras there, which deletes their stored credentials. Choose Enterprise instead if you want to keep them all.
• Enterprise (£99.99/mo): Everything in Premium, plus advanced widget analytics & score breakdowns (see Section 5), multi-platform support, Single Sign-On (SSO), and priority support — we respond within 1 business day. The priority address is shown in Settings once your account is on Enterprise. Buy it yourself from Choose a Plan and pay by card; if you would rather talk to someone first, email support@itsmdashboard.dev.
  • SSO is not switched on by your payment. We reply within 1 business day of purchase to plan the rollout with your identity provider, and agree the timetable with you then — the work itself depends on which provider you use.
  • Custom branding lets you put your own logo and accent colour on the dashboards and on exported PowerPoint decks. Set it in Settings → Custom Branding: a PNG or JPEG logo up to 64KB, and one hex colour. Text on your colour switches automatically between light and dark so it stays readable, whichever shade you choose. Branding is not applied to emails, and is not available during the free trial.

Upgrading

1. Click the blue "Subscribe" button in the header (or "Upgrade Your Plan" in Settings, or "Upgrade Now" on the Trial Expired screen).
2. A "Choose your plan" window opens comparing Premium and Enterprise side by side.
3. Choose either plan and click Continue to Checkout — you will be securely redirected to Stripe Checkout to enter payment details. Both Premium and Enterprise can be bought this way.
4. Upon successful payment, Stripe notifies our webhook and your plan is applied. You will briefly see "Confirming your payment…" while that completes — usually a few seconds.

Moving from Premium to Enterprise

If you already subscribe to Premium, the Enterprise card shows Upgrade to Enterprise rather than a checkout button. This changes your existing subscription instead of creating a second one, so you are never billed twice.

• You are charged only the difference for the remainder of the current month, invoiced immediately.
• Your renewal date does not change.
• If your subscription was scheduled to cancel, upgrading withdraws that cancellation — you would otherwise be paying more for a subscription that was about to end.

Cancelling

Cancel at any time from Settings → Manage Billing, which opens Stripe's secure billing portal. There you can also update your card, download invoices, or renew a subscription you previously set to cancel.

• Cancelling at the end of the period leaves your access untouched until that date.
• When the subscription actually ends, your account returns to the trial tier. Your original trial dates are unchanged, so if your free trial has already been used you will see the subscribe screen.
• Your data is not deleted by cancelling. Connections, settings and history remain; resubscribing restores access to them.
• You do not need to sign out for a plan change to take effect. An open dashboard re-checks your plan when you return to the tab, and at least every few minutes regardless — so the view catches up on its own after an upgrade, a cancellation or a renewal.

7. GDPR & Data Privacy (User Settings)

We believe you should have complete control over your data. All account management tools are located in the Settings menu (accessible from the top right corner).

Data Access & Portability

To request a copy of your personal data (profile, settings, and connection details) under your GDPR right to access and portability, email us at privacy@itsmdashboard.dev. We will provide it within 30 days.

Account Deletion (Right to be Forgotten)

If you no longer wish to use the service, you can permanently delete your account by clicking the red "Delete Account" button in Settings. If your access has lapsed and you cannot reach Settings, the same option is available as "Delete my account and data" on the screen you land on — you never need to contact us to remove your own data.

If you have an active subscription, deleting your account cancels it immediately — you will not be billed again and you do not need to cancel separately in Stripe. Because cancellation is immediate, any days you have already paid for in the current month are not refunded. If your intention is only to stop paying, use Settings → Manage Billing instead: that keeps your access and your data until the period ends.

One thing is deliberately kept: your invoices and payment records. UK tax and company law require us to retain sales records for several years, so those remain in Stripe even after your account is erased. Your profile, credentials, connections and dashboard configuration are all permanently deleted.

8. Getting Help & Contacting Us

Every dashboard has a "Contact Us" link in the footer — clicking it opens an email to our support team. You can also write to us directly:

• Support & account queries: support@itsmdashboard.dev
• Feedback & feature suggestions: feedback@itsmdashboard.dev
• Privacy & data-protection requests: privacy@itsmdashboard.dev

All service emails (welcome, password reset, trial reminders, deletion confirmations) are sent from noreply@itsmdashboard.dev — and if you reply to any of them, your reply reaches the support team automatically.

9. Super Admin Control Panel

For system administrators, there is a hidden Admin Control Panel accessible by navigating directly to /admin in your browser.

Only users who have the is_admin: true flag in their Supabase authentication metadata are permitted to view this screen. Attempting to access it as a standard user will result in a 403 Forbidden error.

Admin Capabilities

• Customer Overview: View a list of all registered users with their name, company, phone number (where provided), email, and current account status.
• Plan Management: Instantly toggle a user's subscription tier (TRIAL, SUBSCRIBED, or ENTERPRISE) directly from the dropdown menu, overriding Stripe. This is a manual override, not the normal route: both paid plans are self-serve, and a customer's tier is normally set from the price Stripe reports on their subscription. Use it for goodwill access, self-hosted instances and support recovery — and note that a tier set by hand carries no subscription, so nothing bills against it.
• Lifecycle Notifications: The support inbox automatically receives an internal email whenever a new customer starts a trial or subscribes to a paid plan, including their name, company, email and phone for follow-up. Subscription notifications name the tier purchased — Premium or Enterprise — in both the subject and the body.
• Erase Data: Admins have the authority to completely wipe a customer's data out of the system. Clicking "Erase Data" triggers a secure server-side API that wipes the user's Profile, their ITSM Configurations, and their underlying Auth Identity from the Supabase database.