Open Changes

Summary of open changes, includes the following charts:

Open changes by categories and priority - top 10

Open changes by team and priority - top 10

Open changes by risk level and priority

Configuration Items with open changes - top 10

Open changes by status

Change

Change Categorization

Summary of change management categorizations, includes the following charts:

Change categories - top 5

Change by type

Services associated with change - top 10

Configuration items associated with changes - top 10

Change

Summary of change management metrics, includes the following charts:

Operational metrics

Change categories - top 10

Change by justification

Change monthly trend

Summary of change trends (changes created versus resolved) includes the following charts:

Daily trend by week

Weekly trend by month

Monthly trend by year

Summary of change-related costs, including the following:

Average costs

Average cost by service

Average cost by category

Software licensing scorecard by manufacturer. Includes the following reports:

Licensed vs. under-licensed products

Compliance trend

Top 5 SKUs with available entitlements

Top 5 under-licensed products

Top 5 underused licensable products

Monthly expenditures (last 12 months)

Agent Deployment and Audit Summary

Charts in this report include:

Agent deployment status

Deployed client agent versions

Agent tasks by type and status

Completed agent tasks by result

Computers by audit age

Gateway status

Software Changes

Lists computers that have software changes, either updates or additions. The report contains the following fields:

Software type

CI

Timestamp

Manufacturer

Software name

Change type

Description

CI

Software Inventory Summary

Summary of software inventory includes the following charts:

Top 12 software manufacturers by volume

Top 10 used software

Recently installed software (last 7 days)

Installed software by type

Software by usage frequency

Internet software usage

CI

Software Execution Environment

Summary of the execution environment of software, either remote, local, or virtual.

Details of the software execution on the configuration item, including the name and type of the configuration item, environment, software name, version, usage frequency, discovery method, date installed, and last used.

CI

Hardware Impact Upgrading Windows 7

Shows all Windows computers that do not meet the requirements to Em to Windows 7.

The user can select from the following parameters:

Minimum CPU speed of 1 to 2 Gigahertz

Minimum memory of 1 to 2 Gigabytes

Minimum hard disk of 16 or 32 Gigabytes

Replacement cost of $500, $1000, or $1500

The list of computers that appear do not meet one or more of the selected parameters.

CI

Gateway Status Summary

Summary of the status of active tasks on gateways.

CI

Hardware Inventory Summary

Summary of configuration items that are categorized as hardware, includes the following charts:

Computers by operating system

Computer types by organizational unit and type

Network devices by type

Computers by CPU type

Recently discovered devices (last 7 days)

Computers by free disk space

CI

Installed Software Usage by Manufacturer

Installed software usage by the selected manufacturer.

CI

Hardware Changes

Shows a list of computers that have hardware changes (updates or additions). The following fields are queried:

TimeStamp

HardwareType

Type

ComponentName

Description

FRS_IM_ChangeType

Name

CI

Installed Software by Type

Installed software by the selected manufacturer and the selected software type.

CI

CI Variance Report

CI

Top 10 services (total costs)

Direct cost over the period of 1 year

CI

Incidents Closed by Team and Analyst at First Call

List of incidents that were resolved at first call by the analyst by team and date range. You can view all first call resolution incidents by team and date parameters.

Incident

Incidents by Source

List of incidents grouped by the source of the incident (email, fax, IPCM, phone, Self-Service Portal, and so on) within a date range. You can view incidents by all sources or selected sources and date parameters.

Incident

Incidents by Customer Team

Report all incidents raised by a particular team or group in a date range.

Incident

Open Incidents

Summary of open incidents, includes the following charts:

Open incidents by service by priority - top 10

Open incidents logged by department by priority - top 10

Open incidents by category by priority - top 10

Open incidents by team by priority - top 10

Open incidents by status by priority

Incident

Tasks Completed by Team

List of incidents and tasks that are in the completed status grouped by team for a given date range.

Incident

Quality Compliance

Summary of incident quality and compliance, includes the following charts:

Quality metrics: Target data is derived from ScorecardConfig. Actual data uses the isresponsebreached and isresolutionbreached fields from the Incident business object.

Weekly incident quality compliance:

•Response breach: Count = the value of the isresponsebreached field for all incidents for the specified time period. Compliance = the value of the isresponsebreached field divided by the total number of incidents.

•Resolution breach: Count = the value of the isresolutionbreached field for all incidents for the specified time period. Compliance = the value of the isresolutionbreached field from the incident divided by the total number of incidents.

Top 10 compliant services

Top 10 compliant analysts

Service compliance: Ten services with the highest compliance. Compliance is calculated using the isresponsebreached and isresolutionbreached fields from the incident.

Analysts compliance

Incident

All Incidents Raised

List of incidents that were created by either a Service Desk Analyst or Service Desk Manager that are grouped by team and analyst within a date range. You can select to view by date parameters.

Incident

Agentless Incident Management

Summary of incidents that are not created by a Service Desk Analyst (for example, from the Self-Service Portal).

Charts in this report include:

Agentless incident logging - by sutomation method: Pie chart showing count of incidents not logged by an agent grouped by CreatedByType (CreatedByType not equal to 'Smart Client')

Average incident response/resolution times - last 3 months

Agentless incident resolution - by automation method: Count of incidents resolved by automated method.

Agent vs. agentless - comparison - last 3 months

Agentless incident categories - top 10: Shows top 10 categories where the incident category has the highest number of agentless incidents.

Agentless incident services - top 10: Shows top 10 services where the service had the highest number of agentless incidents.

•Auto resolved

•Agent logged

•Agent resolved

Incident

Incident Categorization

Summary of incident categories includes the following charts:

Incident categories - top 10: Pie chart shows the distribution of incidents by top 5 categories for the selected time period.

Customer locations - top 5: Pie chart shows the distribution of incidents by top 5 customer locations for the selected time period.

Incident services - top 10: Bar chart that shows the distribution of incidents by top 10 services for the selected time period.

Incident sources: Pie chart shows the distribution of incidents by source for the selected time period.

Incident departments - top 5: Pie chart shows the distribution of incidents submitted by department.

Incident

Aged Incidents: 15 Days

Aged Tasks: 15 Days

Aged Incidents: 30 Days

Agent Performance

Incident load - top 10: Count of incidents for specific time period grouped by owner showing only top 10 (owners with the most incidents).

Average response and resolution times (hours) - top 10: Grouped by owner and shows top 10 (has the smallest average).

Incident assignment status - top 10 agents

First call resolution - top 10: Shows the top 10 owners with the most first calls.

Customer satisfaction rating: Owners with highest average ratings.

Aged Tasks: 30 Days

Incident Cost

Summary of incident costs includes the following charts:

Average costs

Target per incident

Avg per incident

Average cost by source

Average cost

Average incident response time - last 3 months: The average incident response time for the past three months. Date parameters do not apply.

Average incident resolution times - last 3 months: The average incident resolution for the past three months. Date parameters do not apply.

Average for this week

Average incident costs by service

Number of incidents

Average time spent

Average cost grouped by service

Incident

Incident Response - Resolution

Summary of incident response vs. resolution times includes the following charts:

Service desk turn-around averages

•Response time: Average total running time for all response target escalation watch records for all incidents for the selected time period.

•Resolution time: Average total running time for all resolution target escalation watch records for all incidents for the selected time period.

Weekly average response and resolution times (hours)

•Response time: Weekly average total running time for response target escalation watch records for all incidents for the selected time period.

•Resolution time: Weekly average total running time for resolution target escalation watch records for all incidents for the selected time period.

Service support turn-around averages (hours) - top 10 services: Average response and resolution time for the top 10 services in the selected time period.

Support team response time averages (hours) - bottom 5: Average response time for bottom 5 support teams (teams with highest average response times).

Support team resolution time averages (hours) - bottom 5: Average resolution time for bottom 5 support teams (teams with highest average resolution times).

Incident

Incident Customer Rating

Summary of customer feedback for incidents, includes the following charts:

Overall customer satisfaction rating: Target is based on ScorecardConfiguration. TargetCustSatisfacationRating. Actual is based on the average numeric value from SurveyAnswer of survey session for incidents for the selected time period.

Weekly customer satisfaction rating: Average numeric value from incident's survey session's SurveyAnswer for the selected time period; split into weekly and rating category (for example, knowledge, courtesy, and so on).

Customer satisfaction rating for services: Average numeric value from incident's survey session's SurveyAnswer for the selected time period, distributed by service.

Customer satisfaction rating by analyst: Average numeric value from incident's survey session's SurveyAnswer for the selected time period, distributed by analyst.

Survey chart: Shows average ratings for each rating category. Target is derived from the ScorecardConfig business object.

Incident

Incident Escalation

Summary of incident escalation metrics, includes the following charts:

Service desk first call resolution vs. escalation

Incidents escalated

Incident resolved at first call

First call resolutions: Number of incidents resolved by first call each week for the month (for trending)

Weekly resolution rates (first call resolved/escalated: Number of incidents resolved each week for the month (for trending)

Service support first call resolution vs. escalations - top 10: Top 10 services resolved split up by first call resolution vs. escalations

First call resolutions by analysts - top 10: Top 10 analysts with the most first call resolutions

Incident

Incident Trend

Summary of incident creation and resolution trends, includes the following charts:

Daily incident creation/resolution trend for the week: Number of incidents created and resolved each day for the week.

Weekly incident creation/resolution trend for the month: Number of incidents created and resolved for each week for the month.

Monthly incident creation/resolution trend for the year: Number of incidents created and resolved for each month for the year.

Incident

Incident Management Scorecard

Summary of incident metrics includes the following charts:

Productivity metrics includes the following: average response time, average resolution time, average service request resolution times with percent of breach, number of agentless incident resolutions, number of incidents logged without agent

Quality metrics includes the following: response time compliance, resolution time compliance, customer satisfaction rating for all services, misclassified incident

Financial metrics include average cost per incident, average time spent per incident, average cost per service request, average cost per end-user.

Operational metrics

First call resolutions

Incidents resolved by level 1

Incidents resolved by level 2

Incidents resolved by other teams

Average incident response/resolution times (hours) - last 3 months: Average total running time of response and resolution of all incidents for the past three months. Date parameters do not apply.

Incident load by team

Agentless incident creation and resolution - last 3 months: For the past three months. Date parameters do not apply.

Target vs. actual customer satisfaction rating

First call resolution - last 3 months: For the past three months. Date parameters do not apply.

Incident

Incidents by Closed Resolved

List of incidents that have been closed and resolved by team and analyst within a date range. You can select to view resolved and closed incidents by owner team and date parameters.

Incident

Executive Scorecard - Incident and Service Request

Summary of metrics for incidents and service requests. Target data is configured in the business object scorecard configuration. Includes the following charts:

Productivity Metrics

Average response time actual is the average total running duration of all response target escalation watch records of all incidents for specified time.

Average resolution time actual is the average total running duration of all resolution target escalation watch records of all incidents for specified time.

Average service request delivery time with breach percentage is the average total running duration of all delivery target escalation watch records of all service requests for specified time.

Number of agentless incidents.

Quality Metrics

Response time compliance actual is the total number of response watch records not breached divided by the total number of incidents.

Resolution time compliance actual is the total number of resolution watch records not breached divided by the total number of incidents.

Service request delivery time compliance actual is the number of delivery watch records not breached divided by the total number of service requests.

Customer satisfaction rating for all services is the average numeric value from frs_surveyanswer for all incidents for the specified time.

Misclassified incidents is the number of incidents where actual category != category divided total number of incidents.

Financial Metrics

Average cost per incident: Target time per incident times average cost per incident. Actual is based on average cost per minute times cost per minute.

Average time spent per incident: Target time per incident. Actual is based on average total time spent for all incidents for the selected time.

Average cost per service request: Actual is based on average cost per minute times cost per minute.

Average cost per end user: Average (total time spent times cost per minute) for all incidents for the selected time.

Average time spent per end user: Total time spent.

Operational Metrics

First call resolutions

Incidents resolved by level 1

Incidents resolved by level 2

Incidents resolved by other teams

Average incident response/resolution time chart (hours) - last 3 months: Average total running time of response and resolution escalation watch records attached to all incidents for the past three months. Date parameters do not apply.

Incident load by team: Number of incidents created by team for the selected time

Agentless incident creation and resolutions chart

Incidents logged

Incidents resolved

First call resolution chart

Target/actual customer service rating gauge - incident: Target is based on ScorecardConfiguration. TargetCustSatisfactionRating. The actual is based on average numeric value from survey session for both incident and service request for the selected time.

Top 10 service requests by total cost

Most frequently requested services

Incident

Service Request

Indirect Task Cost for a Service

Indirect task cost for a service.

ITFM

Problem Management Scorecard

Summary of problem metrics, includes the following charts:

Key problem management operational metrics

Average process times (hours)

Average resolution times by category (hours)

Problems by service/priority

Problem

Open Problems

Summary of open problems, includes the following charts:

Open problems by team load

Open problems by status

Open problems by categories

Status/urgency

Open problems with root cause not yet identified

Problem

Problem Trend

Summary of problem creation and resolution trends, includes the following charts:

Daily trend by week: Number of problems created and resolved each day for the week.

Weekly trend by month: Number of problems created and resolved for each week for the month.

Monthly trend by year: Number of problems created and resolved for each month for the year.

Problem

Project

(from Risk Workspace)

Project

(from Issues Workspace)

Open Releases

Summary of open releases, includes the following charts:

Open releases by status/priority

Open releases by type/priority

Open releases by team/priority

Open releases by scope/priority

Release

Executive Scorecard - Release

Summary of releases, includes the following charts:

Release management activity metrics

Release projects by status and priority

Release by scope

Release by type

Release success trend - last month

Release

Release Trend

Summary of release creation and resolution trends, includes the following charts:

Daily releases creation/completion trend for the week: Number of releases created and resolved each day for the week.

Weekly releases creation/completion trend for the month: Number of releases created and resolved for each week for the month.

Monthly releases creation/completion trend for the year: Number of releases created and resolved for each month for the year.

Release

Executive Scorecard - SLM

Summary of service level management metrics, includes the following charts:

Target compliance measure

Services covered by service level agreement

Service level agreement meeting compliance targets

Service level management compliance - last 3 months: Service level management compliance report for the past three months. Date parameters do not apply.

Service compliance by service level agreement

Service Level Management

Service Requests Scorecard

Summary of service request metrics, including the following charts:

Key service request metrics

Service requests by total cost - Top 10

Service requests by team

Most frequently requested services

Target vs. actual customer satisfaction ratings

Open service requests - aging summary

Service Request

Service Request Trend

Summary of service request creation and resolution trends, including the following charts:

Daily trend this week: Number of service requests created and resolved each day for the week.

Weekly trend this month: Number of service requests created and resolved for each week for the month.

Monthly trend this year: Number of service requests created and resolved for each month for the year.

Service Request

Open Service Requests

Summary of open service requests, includes the following charts:

Top 10 open service requests by location

Top 10 open service requests by department

Open service requests - aging

Open service requests - team load

Service Request

Service Request Agent Performance

Summary of service requests by agent performance includes the following charts:

Service requests - top 10 agents: Count of service requests for a specific time period grouped by owner; displaying the top 10 owners with the most incidents.

Average resolution time - top 10: Grouped by owner, displaying the top 10 agents with the smallest average.

Service request assignment status - top 10 agents

Agent load and request status - top 5

Customer satisfaction rating - top 10: Displays the top 10 owners with the highest average ratings

Service Request

Service Consumption Report

Summary of services used by departments, includes the following charts:

Service requests by department - top 10

Services and requesting departments

Service Request

Summary of service request costs, including the following charts:

Average costs

Service request by total cost - top 10

Overnight standby request

Service Request

Service Request Categorization

Summary of service request categorizations, includes the following charts:

Services and request offerings - top 5

Service requests by source: Distribution of service requests by source for the selected time period.

Service requests by department: Distribution of service requests by department (organizational unit) for the selected time period.

Service requests by customer location: Distribution of service requests by customer location for the selected time period.

Service request items - top 5: Distribution by top 5 services for the selected time period.

Service Request

Management Scorecard - SLM

Summary of service level management metrics includes the following charts:

Key performance metrics

Services covered by service level agreement

Service level agreement meeting compliance target

Service level agreement breach vs. service level agreement compliance (%)

Service compliance by service level agreement: Target vs. actual compliance of services for response and resolution

SLM

Service Owner Summary

Summary of service request compliance includes the following charts:

Monthly compliance trend for the year (%)

Service level agreement breach vs. service level agreement compliance by service (%)

List of service level agreements pending for review

SLM