List of Predefined Reports and Descriptions[Uploaded File]

Version 1

    Details

    The attached document is a list of all the predefined Reports with Description, Category and Roles each are available for


    Resolution

    Please also see the attached document


               
       
       

    Frontrange HEAT Cloud

       

    Predefined Reports 

       
       

           



                                                                                                                                                                                                                                                                                                                                                                                                                                                                             
     

    Report   Name

     
     

    Description

     
     

    Category

     
     

    Available   to role

     
     

    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

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    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

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    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

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    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

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    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 Analyst.

     
     

    Incident

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    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

     
     

    Configuration

     
     

    •    Administrator

     

    •    Configuration Manager

     

    • I    Inventory Manager

     

    •    License Manager

     

    •    Report Manager

     
     

    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   (hrs.)–Top 10:grouped by owner and show top 10 (has the smallest average)  AVG(frs_def_escalationwatch.totalrunningduration)   where Incident.ResponseEscLink_RecID = frs_def_escalationwatch.RecId AVG(frs_def_escalationwatch.totalrunningduration)   where Incident.ResolutionEscLink_RecID = frs_def_escalationwatch.RecId

     

        •   Incident Assignment   Stats–Top 10 Agents

     

    •    First Call Resolution–Top 10: Shows the   top 10 owners with the most first call

     

    resolutionsFirstCallResolution = 1   and ResolvedByType = 'Agent' grouped by owner ()

     

    •    Customer Satisfaction Rating: owners with   highest average ratings

     

     AVG (FRS_SurveyAnswer.numericvalue) through   surveysession through Incident. Grouped by   Owner and shows top 10 ()

     
     

    Incident

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Agentless Incident Management

     
     

    Summary of Incidents that are not   created by an agent or SDA (for example, from Self Service).

     

    Charts in this report include:

     

    •    Agentless Incident Logging–by Automation   Method: Pie chart showing count of Incidents not logged by an agent grouped   by CreatedByType (Createdbytype not equal to 'Smart Client')

     

    •    Average Response and resolution Times

     

    •    Agentless Incident Resolution–by Automated   method: Count of Incidents resolved by automated method. ResolvedbyType not   equal to 'Agent' or 'Object Matching - Knowledge'

     

    •   Auto Logged: Createdbytype != to 'Smart   Client'

     

    •   Auto Resolved: ResolvedbyType != to 'Agent'  

     

    •   Agent Logged: Createdbytype = 'Smart   Client'

     

    •   Agent Resolved: ResolvedbyType = 'Agent'

     

    •    Agentless Incident Categories–Top 10:   Shows top 10 categories where the Incident Category has the highest number of   Agentless Incidents.

     

    Agentless Incidents: CreatedByType   != 'Smart Client' or ResolvedByType != 'Agent'"

     

    •    Agentless Incident Services–Top 10: Shows   top 10 services where the service had the highest number of Agentless   Incidents Agentless Incidents: CreatedByType != 'Smart Client' or   ResolvedByType != 'Agent'

     
     

    Incident

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    All Incidents Raised

     
     

    List of Incidents that were created   by a Service Desk role that are grouped by team and analyst within a date   range. You can select to view by date parameters.

     
     

    Incident

     
     

    •    Administrator

     

    •      Service Desk Analyst

     

    •      Service Desk Manager

     
     

    CI Related Costs

     
     

    •    Top 10 Services (Total Costs)

     

    •    Direct Cost over the period of 1 year

     

    •    Direct Costs of Services, including the   Expense Date

     

    •    Indirect Costs of Services, including the   Expense Date

     
     

    Configuration

     
     

    •      Administrator

     

    •      Configuration Manager

     

    •    Inventory Manager

     

    •    License Manager

     

    •    Report Manager

     
     

    CI Variance Report

     
     

    Shows variances from the last   recorded baseline of the CI. The updated variances (To Value) from the last   recorded baseline properties (From Value) are shown.

     
     

    Configuration

     
     

    •    Administrator

     

    •    Configuration Manager

     

    •    Inventory Manager

     

    •    License Manager

     

    •      Report Manager

     
     

    Change Categorization

     
     

    Summary of Change Management   categorizations, includes the following charts:

     

    •    Change Categories–Top 10

     

    •    Change by Type

     

    •    Services Associated with Change–Top 10

     

    •    CIs associated with Changes–Top 10

     
     

    Change

     
     

    •    Administrator

     

    •      Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    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

     
     

    •      Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •      Report Manager

     

    •    Service Desk Manager

     
     

    Change Trend

     
     

    Summary of Change trends (Changes   created versus resolved) includes the following charts:

     

    •    Daily trend this week

     

    •    Weekly trend this month

     

    •    Monthly trend in last 12 months

     
     

    Change

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •    Release Manager

     

    •      Report Manager

     

    •      Service Desk Manager

     
     

    Executive Scorecard–Both

     
     

    Summary of metrics for Incidents   and Service Requests, includes the following charts:

     

    •    Productivity Metrics

     

    •  Target data is configured in the BO   ScorecardConfig

     

    •   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 incidents logged w/out agent: CreatedBytype   != 'Smart Client' for a specified time

     

    •    Quality Metrics

     

    •   Target data is configured in the BO   ScorecardConfig

     

    •   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

     

    •   Mis-classified incidents is the number of   Incidents where actual category != category divided total number of Incidents

     
     

    Incident

     

    Service Request

     
     

    •      Administrator

     

    •      Change Manager

     

    •      Configuration Manager

     

    •      Knowledge Manager

     

    •      License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

     

     
     

    •    Financial Metrics

     

    •  Average cost per Incident: Target is based   on  ScorecardConfiguration. Target Time   pe rIncident times AverageCost Per Incident. Actual is based on average cost   per minute times cost per minute.

     

    •   Average time spent per incident: Target is   based on ScorecardConfiguration. 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 min 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: FirstCallReolution   = 1

     

    •   Incidents resolved by Level 1: resolved by   team where    StandardUserTeam.TeamLevel   = 1

     

    •  Incidents resolved by Level 2: resolved by   team where StandardUserTeam.TeamLevel = 2

     

    •  Incidents resolved by other teams: Total   number of closed and resolved incidents (level1 count + level 2 count)

     

    •    Average Incident Response/Resolution Time   Chart (hrs) –Last 3 months: Average total running time of response and   resolution escalation watch records attached to all Incidents for the   selected time

     

    •    Incident Load by Team: Number of Incidents   created by team for the selected time

     

    •    Agentless Incident Creation and   Resolutions Chart

     

    •   Incidents Logged: CreatebyType !=   'SmartClient'

     

    •   Incidents Resolved: ResolvedByType !=   'Agent'

     

    •    First Call Resolution Chart:   FirstCallResolution = 1

     
     

     

     
     

     

     
     

     

     
     

    •   Target/Actual Customer Service Rating   Gauge–Incident: Target is based on   ScorecardConfiguration.TargetCustSatisfacationRating. 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

     

    •    Open Service Requests–Aging Summary

     

    •    Average Service Request Resolution Times

     

    •    Target/Actual Customer Service Rating   Gauge–Service Request

     
     

     

     
     

     

     
     

    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

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •      Release Manager

     

    •      Report Manager

     

    •    Service Desk Manager

     
     

    Executive Scorecard–SLM

     
     

    Summary of Service Level Management   metrics, includes the following charts:

     

    •    Target Compliance measure

     

    •    Services Covered by SLA

     

    •    SLA Meeting Compliance Targets

     

    •    Customer Survey Rating and SLA Compliance

     

    •    SLM Service Cost–Last 3 Months

     

    •    SLM Compliance–Last 3 Months

     
     

    Service Level Management

     
     

    •      Administrator

     

    •    Change Manager

     

    •      Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •      Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Gateway Status Summary

     
     

    Summary of the status of active   tasks on gateways

     
     

    Configuration

     
     

    •      Administrator

     

    •      Configuration Manager

     

    •    Inventory Manager

     

    •    License Manager

     

    •    Report Manager

     
     

    Hardware Changes

     
     

    Shows a list of computers that have   hardware changes—updates or additions. The Business Objects—FRS_IM_Change and   FRS_IM_Change.Hardware—are populated when processing incoming inventory   data.This report renders the data that is shown on the Hardware Changes   workspace in the report format. The following fields are queried:

     

    •    TimeStamp

     

    •    HardwareType

     

    •    Type ComponentName

     

    •    Description  FRS_IM_ChangeType

     

    •    Name

     

    The query is as follows:

     

    select FRS_IM_Change.TimeStamp,   FRS_IM_Change.HardwareType, FRS_IM_Change.Type, FRS_IM_Change.ComponentName,   FRS_IM_Change.Description, FRS_IM_Change.FRS_IM_ChangeType, CI.Name

     

    from FRS_IM_Change

     

    left outer join CI on (CI.RecId =   FRS_IM_Change.CILink_RecID) where ((FRS_IM_Change.TimeStamp >= @st_date

     

    and FRS_IM_Change.TimeStamp <=   @en_date) and(FRS_IM_Change.FRS_IM_ChangeType = 'Hardware')) order by   FRS_IM_Change.TimeStamp desc

     
     

    Configuration

     
     

    •    Administrator

     

    •      Configuration Manager

     

    •      Inventory Manager

     

    •    Report Manager

     
     

    Hardware Impact Upgrading Windows 7

     
     

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

     
     

    Configuration

     
     

    •    Administrator

     

    •    Configuration Manager

     

    •    Inventory Manager

     

    •      Report Manager

     
     

    Hardware Inventory Summary

     
     

    Summary of CIs 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

     
     

    Configuration

     
     

    •      Administrator

     

    •    Configuration Manager

     

    •    Inventory Manager

     

    •    License Manager

     

    •      Report Manager

     
     

    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

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration   Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •      Service Desk Manager

     
     

    Incident Cost

     
     

    Summary of Incident costs includes   the following charts:

     

    •    Average Costs

     

    •   Target per incident: Time =     ScorecardConfig.TargetperIncident, Avg   Cost =  ScorecardConfig.TargetperIncident   *  Avg(incident.costperminute)

     

    •  Avg per Incident: Time = Avg   (Incident.TotalTimeSpent), Avg Cost = Avg   (Incident.TotalTimeSpent*Incident.costperminute)

     

    •    Average Cost by Source

     

    Avg Cost = Avg   (Incident.TotalTimeSpent*Incident.costperminute) grouped by Source

     

    •    Average Incident Response time–Last 3   Months

     

    •    Average Incident Resolution times–Last 3   Months

     

    AVG(frs_def_escalationwatch.totalrunningduration)   where Incident.ResponseEscLink_RecID = frs_def_escalationwatch.RecId

     

    •    Average for this week

     

    AVG(frs_def_escalationwatch.totalrunningduration)   where Incident.ResponseEscLink_RecID = frs_def_escalationwatch.RecId

     

    •    Average incident costs by Service

     

    •   Number of Incidents = Count of Incidents   for specified time   period

     

    •   Average Time Spent = Average   (Incident.TotalTimeSpent)

     

    •   Average Cost = Average (Incident Total Time   Spent times Incident cost per minute) grouped by Service

     
     

    Incident

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    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 surveysession'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

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Incident Escalation

     
     

    Summary of Incident escalation   metrics, includes the following charts:

     

    •      Service Desk First Call   Resolution vs. Escalation

     

    •     Incidents Escalated:   Incident.OwnerTeam not equal to team of Incident.ResolvedBy

     

    •   Incident Resolved at First call:   Incident.OwnerTeam equals team of Incident.ResolvedBy

     

    •    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

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    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 % 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,   Mis-classified incident

     

    •    Financial metrics includes Average cost   per Incident. Average time spent per incident, Average Cost per Service   Request, Average Cost per end-user:

     

    •    Operational metrics includes:

     

    •   First call resolutions: FirstCallReolution   = 1

     

    •   Incidents resolved by Level 1: resolved by   team where StandardUserTeam.TeamLevel = 1

     

    •   Incidents resolved by Level 2: resolved by   team where    StandardUserTeam.TeamLevel   = 2

     

    •   Incidents resolved by other teams: Total   number of closed and resolved incidents (level1 count + level 2 count)

     

    •    Average Incident Response/Resolution Times   (hrs)–Last 3 Months

     

    •    Incident Load by Team

     

    •    Agentless Incident Creation and   Resolution–Last 3 Months

     

    •    Target vs. Actual Customer Satisfaction   Rating

     

    •    First Call Resolution–Last 3 Months

     
     

    Incident

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •      Service Desk Manager

     
     

    Incident Response–

     

    Resolution

     
     

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

     

    •    Service Desk Turn Around Averages

     

    •  Response Time: Average TotalRunningTime for   all response target escalation watch records for all Incidents for the   selected time period

     

    •   Resolution Time: Average TotalRunningTime   for all resolution target escalation watch records for all Incidents for the   selected time period

     

    •    Weekly Average Response and Resolution   Times (hrs)

     

    •   Response Time: Weekly Average   TotalRunningTime for response target escalation watch records for all   Incidents for the selected time period

     

    •   Resolution Time: Weekly Average   TotalRunningTime for resolution target escalation watch records for all   Incidents for the selected time period

     

    •    Service Support Turn-Around Averages   (hrs)–Top 10 Services: Average response and resolution time for the top 10   services in the selected time period

     

    •      Support Team Response Time   Averages (hrs)–Bottom 5:  Average   response time for bottom 5 support teams (teams with highest average response   times)

     

    •    Support Team Resolution Time Averages   (hrs)–Bottom 5: Average resolution time for bottom 5 support teams (teams   with highest average resolution times)

     
     

    Incident

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •      Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •      Release Manager

     

    •      Report Manager

     

    •      Service Desk Manager

     
     

    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

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    Incidents by Source

     
     

    List of Incidents grouped by the   source of the Incident (Email, Fax, FrontRange Voice, Phone, Self Service,   and so on) within a date range. You can view Incidents by All Sources or   selected sources and date parameters.

     
     

    Incident

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    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

     
     

    • Administrator

     

    • Service Desk Analyst

     

    • Service Desk Manager

     
     

    Incident Trend

     
     

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

     

    •    Daily Trend this week: Number of Incidents   created and resolved each day for the week

     

    •   Weekly trend this month: Number of   Incidents created and resolved for each week for the month

     

    •      Monthly trend this year: Number   of Incidents created and  resolved for   each month for the year

     
     

    Incident

     
     

    • Administrator

     

    • Change Manager

     

    • Configuration Manager

     

    • Knowledge Manager

     

    • License Manager

     

    • Problem Manager

     

    • Release Manager

     

    • Report Manager

     

    • Service Desk Manager

     
     

    Installed Software by Type

     
     

     Installed software by the selected   manufacturer and the selected software type

     
     

    Configuration

     
     

    •    Administrator

     

    •    Configuration Manager

     

    •      Inventory Manager

     

    •    License Manager

     

    •    Report Manager

     
     

    Installed Software Usage by   Manufacturer

     
     

    Installed software usage by the   selected manufacturer

     
     

    Configuration

     

     

     
     

    •    Administrator

     

    •    Configuration Manager

     

    •    Inventory Manager

     

    •    License Manager

     

    •    Report Manager

     
     

    Management Scorecard—SLM

     
     

    Summary of Service Level Management   metrics includes the following charts:

     

    •    Key Performance metrics

     

    •      Services covered by SLA

     

    •      SLA Meeting Compliance Target

     

    •    SLA Breach vs. SLA Compliance (%)

     

    •    Customer Survey Rating and SLA Compliance

     

    •    Service Cost and Compliance

     

    •    Service Compliance by SLA: target vs.   actual compliance of services for Response and Resolution

     
     

    SLM

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    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: organized by   Change Priority

     
     

    Change

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

         • Problem Manager

     

    •    Release Manager

     

    •      Report Manager

     

    •    Service Desk Manager

     
     

    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–Top   10

     
     

    Incident

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Open Problems

     
     

    Summary of open Problems, includes   the following charts:

     

    •    Open Problems by Team Load

     

    •    Open Problems by Status and Urgency

     

    •    Open Problems by Categories

     

    •    Open Problems with Root Cause not yet   identified

     
     

    Problem

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Open Releases

     
     

    Summary of open Releases, includes   the following charts:

     

    •    Open Releases by Status

     

    •    Open Releases by Type

     

    •    Open Releases by Department

     

    •    Open Releases by Scope

     
     

    Release

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •      Report Manager

     

    •    Service Desk Manager

     
     

    Open Service Requests

     
     

    Summary of open Service Requests,   includes the following charts:

     

    •    Open Service Requests by Location–Top 10

     

    •    Open Service Requests by Department–Top 10

     

    •    Open Service Requests–Aging

     

    •    Open Service Requests–Team Load

     
     

    Service Request

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Problem Management Scorecard

     
     

    Summary of Problem metrics,   includes the following charts:

     

    •    Key Problem Management Operational Metrics

     

    •    Average Process Times

     

    •    Average Resolution Times by Category/Type

     

    •    Average Resolution Time by Service by   Priority

     
     

    Problem

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Problem Trend

     
     

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

     

    •    Daily Trend this week: Number of Problems   created and resolved each day for the week

     

    •    Weekly trend this month: Number of   Problems created and resolved for each week for the month

     

    •    Monthly trend this year: Number of   Problems created and resolved for each month for the year

     
     

    Problem

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Quality Compliance

     
     

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

     

    •      Quality Metrics: Target data is   derived from ScorecardConfig.  Actual   uses isresponsebreached and isresolutionbreached  fields from Incident Business Object

     

    •    Weekly Incident Quality Compliance:

     

    •   Response Breach: Count = number of   isresponsebreached for    all Incidents   for specified time period. Compliance = number of isresponsebreached divided   by total number of Incidents.

     

    •   Resolution Breach: Count = number of   isresolutionbreached  for all Incidents   for specified time period, Compliance = number of isresolutionbreached   divided by total number of incidents.

     

    •    Compliant Services–Top 10

     

    •    Compliant Analysts–Top 10

     

    •    Service Compliance: Ten Services with the   highest compliance. Compliance is calculated using the isresponsebreached and   isresolutionbreached fields in Incident Business Object

     

    •    Analysts Compliance

     
     

    Incident

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •      Problem Manager

     

    •    Release Manager

     

    •      Report Manager

     

    •    Service Desk Manager

     
     

    Release Trend

     
     

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

     

    •      Daily Trend this week: Number   of Releases created and resolved each day for the week

     

    •    Weekly trend this month: Number of   Releases created and resolved for each week for the month

     

    •    Monthly trend this year: Number of   Releases created and  resolved for each   month for the year

     
     

    Release

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •   License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    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

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    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

     

    Service Request Items–Top 5

     
     

    SLM

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Service Owner Summary

     
     

    Summary of Service Request   compliance includes the following charts:

     

    •    Monthly Compliance Trend for the Year (%)

     

    •      SLA Breach vs. SLA Compliance   by Service (%)

     

    •    List of Service Level Agreements pending   for Review

     
     

    SLM

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Service Request Agent Performance

     
     

    Summary of Service Requests by   agent performance includes the following charts:

     

    •    Service Requests–Top 10 agents: count of   Service Request for  specific time   period grouped by Owner; displaying the top 10 Owners with the most Incidents

     

    •    Average Resolution Time–Top 10 agents:   grouped by owner, displaying the top 10 (has the smallest average)

     

    AVG(frs_def_escalationwatch.totalrunningduration)   where ServiceRequest .ResolutionEscLink_RecID = frs_def_escalationwatch.RecId

     

    •    Service Request Assignment Stats–Top 10   agents

     

    •    Agent Load and Request Status–Top 5

     

    •    Customer Satisfaction Rating–Top 10: AVG   (FRS_SurveyAnswer.numericvalue) through surveysession through Service Request   Grouped by Owner, displaying top 10 owners with the highest average ratings

     
     

    Service Request

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    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

     

     

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Service Request Trend

     
     

    Summary of Service Request creation   and resolution trends, includes 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

     

     

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Service Request Scorecard

     
     

    Summary of Service Request metrics   includes 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

     

     

     
     

    •    Administrator

     

    •    Change Manager

     

    •    Configuration Manager

     

    •    Knowledge Manager

     

    •    License Manager

     

    •    Problem Manager

     

    •    Release Manager

     

    •    Report Manager

     

    •    Service Desk Manager

     
     

    Software Changes

     
     

     Shows a list of computers that have software   changes— updates or additions. The Business Objects—FRS_IM_Change  and FRS_IM_Change.Software—are populated   when  processing incoming inventory   data.This report renders the data that is shown on the Software Changes   workspace in the report format. The following fields are queried:

     

    •    TimeStamp

     

    •    SoftwareType

     

    •    Type     

     

    C      ComponentName

     

    •    Description

     

    •    FRS_IM_ChangeType Name

     

    The query is as follows:

     

    select FRS_IM_Change.TimeStamp,   FRS_IM_Change.SoftwareType, FRS_IM_Change.Type, FRS_IM_Change.ComponentName,   FRS_IM_Change.Description,FRS_IM_Change.Manufacturer,   FRS_IM_Change.FRS_IM_ChangeType, CI.Name

     

    from FRS_IM_Change

     

    left outer join CI on (CI.RecId =   FRS_IM_Change.CILink_RecID) where ((FRS_IM_Change.TimeStamp >= @st_date

     

    and FRS_IM_Change.TimeStamp <=   @en_date) and(FRS_IM_Change.FRS_IM_ChangeType = 'Software')) order by   FRS_IM_Change.TimeStamp desc

     
     

    Configuration

     
     

    •    Administrator

     

    •    Configuration Manager

     

    •    Inventory Manager

     

    •    Report Manager

     
     

    Software Execution Environment

     
     

    •    Summary of the execution environment of   software, either Remote, Local, or Virtual

     

    •    Details of the software execution on the   CI, including CI name, software name, version, usage frequency, discovery   method, date installed, and last used.

     
     

    Configuration

     
     

    •    Administrator

     

    •    Configuration Manager

     

    •      Inventory Manager

     

    •    License Manager

     

    •    Report Manager

     
     

    Software Inventory Summary

     
     

    Summary of Software inventory   includes the following charts:

     

    •    Software Manufacturers by Volume–Top 12

     

    •    Used Software–Top 10 used

     

    •    Recently Installed Software (Last 7 Days)

     

    •    Installed Software by Type

     

    •    Internet Software Usage

     
     

     

     
     

    •    Administrator

     

    •    Configuration Manager

     

    •    Inventory Manager

     

    •    Report Manager

     
     

    Tasks Completed by Team

     
     

    List of Incidents Tasks that are in   Completed Status grouped by the Team and Analyst within a date range. You can   view Completed Tasks by the selected Team and date parameters.

     
     

    Incident

     
     

    •    Administrator

     

    •    Service Desk Analyst

     

    •    Service Desk Manager

     
     

    List   of predefined reports