Default Reports

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

Summary of Change Management categorizations, includes the following charts:

• Change Categories -- Top 5
• Change by Type
• Services Associated with Change -- Top 10
• CIs 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)

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

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

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

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

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

Summary of the status of active tasks on gateways.

CI

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

CI

Installed software usage by the selected manufacturer.

CI

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

CI

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

CI

CI

• Top 10 Services (Total Costs)
• Direct Cost over the period of 1 year

CI

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

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

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

Incident

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

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

Incident

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

• Quality Metrics: Target data is derived from ScorecardConfig. Actual data uses isresponsebreached and isresolutionbreached fields from the incident business object.
• Weekly Incident Quality Compliance:
  • Response Breach: Count = the value of the isresponsebreached field for all incident business objects 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 incident business objects for the specified time period. Compliance = the value of the isresolutionbreached field from the incident business object 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 business object.
• Analysts Compliance

Incident

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

Incident

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 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.

Incident

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

• 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 shows top 10 (has the smallest average).
• Incident Assignment Stats - 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

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: 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.

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

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

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

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

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

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, Mis-classified 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 include:
• 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: 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

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

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 AverageCost 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 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: FirstCallResolution = 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 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: CreatebyType != 'SmartClient'
• Incidents resolved: ResolvedByType != 'Agent'
• First call resolution chart: FirstCallResolution = 1
• 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.

ITFM

Summary of problem metrics, includes the following charts:

• Key Problem Management Operational Metrics
• Average Process Times (hrs)
• Average Resolution Times by Category(hrs)
• Problems by Service/Priority

Problem

Summary of open problems, includes the following charts:

• Open Problems by Team Load
• Open Problems by Status
• Open Problems by Categories
• Status/Urgeny
• Open Problems with Root Cause not yet identified

Problem

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

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

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

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

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

• Target Compliance Measure
• Services Covered by SLA
• SLA Meeting Compliance Targets
• SLM Compliance -- Last 3 Months: SLM compliance report for the past three months. Date parameters do not apply.
• Service Compliance by SLA

Service Level Management

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

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

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

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 Stats -- 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

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

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

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 (%)
• Service Compliance by SLA: Target vs. actual compliance of services for Response and Resolution

SLM

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