Default Reports

this section describes some of the reports installed with report name description category available to roles 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 role legend admin administrator chm change manager conm configuration manager da dm e executive g guests h help desk demo im inventory manager km knowledge manager lm license manager ppm portfolio manager prbm problem manager prjm project manager relm release manager repm report manager ss self service ssm self service mobile so service owner sda service desk analyst sdm service desk manager sdacl support desk analyst for call log sdmcl support desk manager for call log sscl self service with call log