|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Change Management Scorecard |
Summary of Change Management metrics, includes the following charts:
Operational metrics
Change categories - top 10
Change by justification
Change monthly trend
|
Change |
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Print Change |
Print change. |
Change |
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Change 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
|
Change |
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Change Cost |
Summary of change-related costs, including the following:
Average costs
Average cost by service
Average cost by category
|
Change |
Admin
ChM
|
| Manufacturer Compliance Summary |
Summary of latest manufacturer reconciliation results. |
CI |
Admin
ConM
DM
LM
RepM
SDM
|
| Compliance History by Manufacturer |
History of all license reconciliation results by manufacturer. |
CI |
Admin
ConM
DM
LM
RepM
|
| Asset Details |
Lists all details of the selected asset. Create a report from Quick Action > Configuration Management > Asset Details when you select a configuration item from the CI workspace. You can export the data in a variety of formats including as a Microsoft Excel file. |
CI |
Admin
DM
DA
RepM
|
|
Agent Deployment and Audit Summary
|
Summary of the statuses of client agent deployments to computers and inventory information from audits performed by those agents.
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 |
CI |
Admin
DM
LM
RepM
|
|
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
|
Admin
ConM
DM
LM
|
| Manufacturer Compliance History by OU |
History of all manufacturer license reconciliation results by organizational unit. |
CI |
Admin
ConM
DM
LM
RepM
SDM
|
|
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
|
Admin
ConM
DM
LM
RepM
|
|
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
|
Admin
ConM
DM
|
|
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
|
Admin
ConM
DM
RepM
|
|
Gateway Status Summary
|
Summary of the status of active tasks on gateways.
|
CI
|
Admin
ConM
DM
LM
RepM
|
|
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
|
Admin
ConM
DM
LM
RepM
|
|
Installed Software Usage by Manufacturer
|
Installed software usage by the selected manufacturer.
|
CI
|
Admin
ConM
DM
LM
RepM
|
|
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
|
Admin
ConM
DM
RepM
|
|
Installed Software by Type
|
Installed software by the selected manufacturer and the selected software type.
|
CI
|
Admin
ConM
DM
LM
RepM
|
|
CI Variance Report
|
Shows variances from the last recorded baseline of the configuration item. The updated variances (the ToValue field) from the
last recorded baseline properties (the FromValue field) are shown. |
CI
|
Admin
ConM
DM
LM
RepM
|
| CI Related Costs |
Top 10 services (total costs)
Direct cost over the period of 1 year
|
CI
|
Admin
ConM
DM
LM
RepM
|
| License Usage |
View hourly, daily, weekly, or monthly license usage for concurrent or named (assigned) users. |
|
Admin
RepM
|
| Active Tasks by Team and Analyst |
View all incident tasks that are not in completed or closed state by team, analyst, and incident. You can select to view open incident tasks by team.
|
Incident |
Admin
SDA
SDM
|
|
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
|
Admin
SDA
SDM
|
|
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
|
Admin
SDA
SDM
|
|
Incidents by Customer Team
|
Report all incidents raised by a particular team or group in a date range.
|
Incident
|
Admin
SDA
SDM
|
| Print Incident |
Print incident. |
Incident |
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
Tasks Completed by Team
|
List of incidents and tasks that are in the completed status grouped by team for a given date range.
|
Incident
|
Admin
SDA
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
SDA
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
Aged Incidents: 15 Days
|
List of incidents that are not in resolved or closed status that are older than 15 days. You can select to view the list by the owner team and analyst. |
Incident |
Admin
SDA
SDM
|
|
Aged Tasks: 15 Days
|
List of incident tasks that are not in completed or closed status that are older than 15 days. You can select to view the list by the owner team and analyst.
|
Incident |
Admin
SDA
SDM
|
|
Aged Incidents: 30 Days
|
List of incidents that are not in resolved or closed status that are older than 30 days. You can select to view the list by the owner team and analyst.
|
Incident |
Admin
SDA
SDM
|
|
Agent Performance
|
Summary of top Service Desk Analyst performances by different criteria, for example:
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. |
Incident |
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
Aged Tasks: 30 Days
|
List of incident tasks that are not in completed or closed status that are older than 30 days. You can select to view the list by the owner team and Service Desk Analyst.
|
Incident |
Admin
SDA
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
SDA
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Request Offering Consumption for an Entity |
Request offering consumption for an entity. |
ITFM |
Admin
SO
|
| Direct Service Charge for an Entity |
Direct service charge for an entity. |
ITFM |
Admin
SO
|
| Overall Service Charge for an Entity |
Overall service charge for an entity. |
ITFM |
Admin
SO
|
|
Indirect Task Cost for a Service
|
Indirect task cost for a service.
|
ITFM
|
Admin
SO
|
| Service Provider Cost by Service |
Service provider cost by service. |
ITFM |
Admin
SO
|
| Direct Service Charge for an Entity and Account |
Direct service charge for an entity and account. |
ITFM |
Admin
SO
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Print Problem |
Print problem. |
Problem |
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Problem Cost |
Summary of problem costs. |
Problem |
Admin
PM
RepM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Print Release |
Print release. |
Release |
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Release Cost |
Summary of release costs. |
Service Request |
Admin
RelM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Service Request Cost |
Summary of service request costs, including the following charts:
Average costs
Service request by total cost - top 10
Overnight standby request
|
Service Request
|
Admin
RepM
SO
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
| Print ServiceReq Report |
Prints the service request report. |
Service Request |
Admin
ChM
ConM
DA
DM
KM
LM
PM
RelM
RepM
SS
SDA
SDM
SO
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
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
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|
|
Service Owner Report - SLM
|
Summary of service requests includes the following charts:
Services and request offerings - top 5
Service request by source
Service request by department
Service request by customer location
Top 5 service request Items
|
SLM
|
Admin
ChM
ConM
KM
LM
PM
RelM
RepM
SDM
|