Reporting

ITSMA Service Management includes two options for generating management reports using key performance indicators: Service Management Dashboard queries and charts, Reporting, and Service Management Crystal Reports. These tools allow you to generate predefined and ad hoc reports to display any information. The following describes these tools.

Service Management Reports

The Service Management Reports module provides reports and dashboards to enable faster analysis and improved time to resolution. These reports organize data into various chart formats, and the dashboards display one or more reports to provide global information about critical activities or metrics. These reports display relationships among categories of data. For example, one report might display the number of incidents per customer, while another displays the number of incidents by priority. Viewing these reports together as a dashboard enables you to make better business decisions, such as assigning resources to close incidents. Report Managers can share a report or dashboard.

The Service Management Reports module aims to provide a lightweight reporting feature for active operational data, and the reports are therefore designed to retrieve, represent and visualize up to 100,000 active records out of millions. To define analytical reports against the entire data set, you need to use a third-party business intelligence tool.

Service Management Crystal Reports

For operational reporting or regularly scheduled reporting requirements, HPE provides an OEM version of Crystal Reports with Service Management. HPE also delivers over 40 predefined reports. You can run reports on an ad hoc basis and system administrators can define an automatic report-generation schedule using the Service Management Report Scheduler tool. Crystal Reports 2008 is required to view, generate, or modify these reports and is included with Service Management.

Service Management ships with the following predefined reports:

• Request Management Reports

  • Request Aging Report

• Service Desk Reports

  • Escalated Interactions

  • First Time Fixed Interactions

  • Interactions Closed in a Given Year

  • Interactions Resulting in Related Issues

  • Number of Service Desk Requests by Department

  • Service Desk Interactions Opened and Closed

  • Top 20 Operators by Average Interaction Time in Last 90 Days

• Change Management Reports

  • Changes Closed Meeting SLM Target

  • Changes Scheduled for This Week

  • Changes Opened and Closed

  • Percentage of Emergency Changes

  • Percentage of Rejected Changes

  • Percentage of Successful Changes

• Configuration Management Reports

  • CI Relationships

  • CI Summary

  • Percentage of CIs Related to Other CIs

• Incident Management Reports

  • Backlog of Incidents

  • Incidents Opened and Closed

  • Incident Aging Report

  • Incident Reassignment Analysis

  • Incidents by Assignment and Priority

  • Incidents Closed Meeting SLA Target

  • Open and Closed Incidents by Service

  • Open Incidents Monthly Analysis by Category

  • Percentage of Incidents by Priority

  • Reopened Incidents

• Knowledge Management Reports

  • Knowledge Management Activity

  • Knowledge Management Demand

  • Knowledge Management Summary

  • Knowledge Management Usage by Department

  • Self-Service Escalated Knowledge Management Search Escalation

  • Self-Service Knowledge Management Search History

• Problem Management Reports

  • Average Time to Diagnose

  • Open and Closed Problems by Service

  • Problems Opened and Closed

  • Problems Closed Meeting SLA Target

• Service Level Management Reports

  • Service Level Management Availability Duration Metrics

  • Service Level Management Availability Uptime Metrics

  • Service Level Management Response Metrics

  • Service Level Management Summary

In addition, you can perform a search within each module using different combinations of conditions, and the search results can be presented in list or chart.

You can also create your own management reports using Crystal Report and build your reports on any field in the database.