The user of the ITSM-MS can select target limits for
the metric and save them to a user profile. Limits are used
to show the current situation of different cases by traffic
lights that are showed in Figure 3. The pointer on the green
section means that the situation is fine and there aren’t so
many unsolved cases. The pointer on the yellow section
means that the situation needs more attention and there are
few unsolved or non-closed cases to resolve. Finally, the
pointer on the red section means that there are too many
unsolved cases in the incident database. This means that the
case organization must take action for resolving those cases
and turn the pointer from the red section back to the green
section. Numbers below the traffic lights describe cases that
are currently open and the change on previous measuring period, for example last month. Numbers above the traffic
lights are the target limits.