Cockpits and management views
Purpose and map of the area
Section titled “Purpose and map of the area”This area collects the top-level and management views: the executive cockpits, the multi-tenant Global Director, the Operations Cockpit and the Service Director views for every domain. Visibility is reserved for managerial and senior management roles (profiles DIR, MGR, EXEC, OPSDASH, SMD — see The RBAC model). The cockpits are analytical and read-only, with coordination actions (war room, broadcast, escalation).
Executive Cockpit
Section titled “Executive Cockpit”What it is for. It is the executive dashboard for senior management (Executive/CISO): aggregated KPIs for service, security, risk and finance.
When to use it. For a strategic reading of the overall status.
How to open it. From the Home (Executive Cockpit tile; profile EXEC).
What it shows and how to use it. Top-level cross-domain KPIs with drill-down; the view is designed for the executive level and for the CISO.
What happens next. It provides the basis for management decisions.
Notes. Top-level scope (Exec/Global Director + CISO).
Global Director
Section titled “Global Director”What it is for. It is the Multi Tenant Analytics view: cross-customer consolidation of metrics and management activities.
When to use it. For cross-cutting governance over several customers/tenants.
How to open it. From the Home (Global Director tile).
What it shows. A console in tabs:
| Tab | Content |
|---|---|
| Executive Home | Executive summary |
| Portfolio Health | Health of the customer/service portfolio |
| SLA & Performance | SLA compliance and performance |
| Operations Live | Real-time operations |
| Workflow & Automation | Status of workflows and automations |
| Revenue Portfolio | Revenue portfolio |
| Renewals Pipeline | Renewals pipeline |
| Org & Headcount | Organisation and headcount |
| OKRs | The OKRs |
| Decisions Log | The decisions log |
How to use it. You move between tabs for the consolidated view; the management activity feed shows the relevant activities. Signals such as «Negative margin» and «Aging backlog» are highlighted.
What happens next. It feeds strategic decisions and the Decisions Log.
Notes. Multi-tenant view for global management.
Operations Cockpit
Section titled “Operations Cockpit”What it is for. It is the cross-domain operations dashboard, configurable by scope.
When to use it. For the consolidated operational view of an area (IT, security).
How to open it. From the hub tiles with the scope (for example IT or security).
What it shows and how to use it. Cross-domain widgets (queue status, SLA, open incidents, team workload, changes) filtered by scope; live KPIs, trends and breakdowns.
What happens next. It guides operational coordination.
Notes. With the IT scope it shows Overview + NOC + Help Desk + AI; with the security scope, the SOC tab.
Service Director views — common model
Section titled “Service Director views — common model”The Service Director views share a common structure, adapted for each domain.
What they show. A set of tabs: Live Queue (live operational queue), SLA Heatmap (heat map of SLA compliance), War Rooms (the active war rooms), Customer Health (health per customer), Trends. The domain variants add specific tabs (e.g. SOC: Active Threats, MITRE Coverage).
Coordination actions. Action bar with: Declare War Room, Broadcast Team, Exec Update, Escalate, Start Handover.
The following sections describe what is specific to each domain.
NOC Service Director
Section titled “NOC Service Director”What it is for. It is the NOC service management view (cross-customer cockpit).
How to open it. From the IT Hub (NOC Service Director tile; profile NOC + MGR tier).
What it shows and how to use it. Besides the common tabs (Service Director views — common model): P1 / War Room live, SLA per customer, L1/L2/L3 shift coverage, escalation, team broadcast, exec update and customer communication.
Notes. NOC view (formerly «Service Director IT»).
Service Desk Director
Section titled “Service Desk Director”What it is for. It is the Service Desk management view (user-facing cross-customer cockpit).
How to open it. From the IT Hub (Service Desk Director tile; profile OPS + MGR tier).
What it shows and how to use it. Help desk KPIs: FCR (First Contact Resolution), AHT (Average Handle Time), volumes per channel (phone/chat/email), CSAT, queue waiting times, analyst performance, KB coverage, peak hours.
Notes. Focused on user experience and desk productivity.
SOC Service Director
Section titled “SOC Service Director”What it is for. It is the SOC service management view.
How to open it. From the Security Hub (SOC Service Director tile; profile SOC + MGR tier).
What it shows and how to use it. The common tabs with security specifics: Active Threats and MITRE Coverage (ATT&CK coverage), plus security SLAs and war rooms.
Notes. Management view of operational security.
XDR Service Director
Section titled “XDR Service Director”What it is for. It is the XDR service management view (detection & response).
How to open it. From the Security Hub (XDR Service Director tile).
What it shows and how to use it. Correlation, hunting and response metrics with the common tabs.
Notes. Complements the SOC Director.
GRC Director
Section titled “GRC Director”What it is for. It is the GRC management view.
How to open it. From the Security Hub (GRC Director tile).
What it shows and how to use it. The status of policies, controls, audits and findings at management level.
Notes. Governance/compliance management view.
ICC Director
Section titled “ICC Director”What it is for. It is the ICC management view (Integration & Communication).
How to open it. From the Security Hub / ICC area.
What it shows and how to use it. The metrics of the integration/communication domain with the common tabs.
Notes. ICC management view.
Customer Service Director
Section titled “Customer Service Director”What it is for. It is the Customer Service line management view over the per-customer groups.
How to open it. From the IT Hub (Customer Service Director tile).
What it shows and how to use it. Inbox view + all tiers, SLA, dispatch, productivity and reporting of the customer line.
Notes. Consistent with Customer Service (Customer Service, Enterprise Service and ICC).
Service Manager Director
Section titled “Service Manager Director”What it is for. It is the Service Manager Director view (cross-cutting service governance).
How to open it. From the management views (profile SMD).
What it shows and how to use it. The service and productivity indicators of the managed teams/services.
Notes. Linked to Team Management and Service Director productivity (SDP).
Risk Cockpit
Section titled “Risk Cockpit”It is the management view of risk: aggregated risk KPIs, trends and main risks with drill-down. Described in Risk Cockpit.
Legal Cockpit
Section titled “Legal Cockpit”It is the legal management view: open cases, deadlines, exposure with drill-down. Described in Legal Cockpit.
PSA and SPM dashboards
Section titled “PSA and SPM dashboards”The project and portfolio management dashboards — PSA Dashboard and SPM Dashboard — complete the management area.