Report descriptions and usage

Some of the out-of-box (OOB) reports are listed here to provide users with realistic examples of business reports requirements. All reports listed here can be executed on an out-of-box Service Manager system. The reports are intended to be used as a starting point for the development of more detailed, customer-specific reports.

Incident Management reports

Report name	Report description	Chart type
Open Incidents Assigned to Me - Breached within 3 Days	This report provides the number of all open incidents that are assigned to the user and will be breached within three days.	Number
Incidents Assigned to Me by Priority	This report enables the user to review the number of open incidents that are assigned to the user, sorted by priority.	Pie
Open Incidents Assigned to My Groups by Assignee and Status	This report enables the user to review the number of open incidents that are assigned to the user's groups, sorted by assignee and then by status.	Stacked horizontal bar
Open Incidents without Assignee Assigned to My Groups	This report enables the user to review the number of open incidents without assignee information that are assigned to the user's groups, sorted by priority.	Pie
Top 5 Affected Services with Open Incidents assigned to My Groups	This report enables the user to review the top five affected services that have open incidents assigned to the user's groups.	Vertical bar
Open Incidents Assigned to My Groups - Breached within 3 Days	This report enables the user to review all open incidents that are assigned to the user's groups and will be breached within three days.	Title list
High Priority Incidents Open longer than 7 Days	This report enables the user to review all the high priority incidents that were opened more than seven days ago.	Title list
Incidents Opened within This Half Year by Month	This report enables the user to review all incidents opened in each month within this half of the year.	Line
Incidents Closed within This Half Year by Month	This report enables the user to review all incidents closed in each month within this half of the year.	Line
Incident Backlog	This report provides the number of all incidents that are not resolved yet.	Number
Open incidents Group by category and Area	This report enables the user to review all open incidents, sorted by category and then by area.	Stacked vertical bar
Incidents Distribution on Affected Services - Opened within This Half Year	This report enables the user to review the distribution over the affected services of incidents opened within this half of the year.	Horizontal bar
Closed Incidents meeting SLA Target By Closed Month	This report enables the user to review all the closed incidents that meet SLA target, sorted by their closed month.	Area
Open Incidents Breached Today	This report provides the number of all the open incidents that will be breached today.	Number
Open Incidents Breached Already by Status and Priority	This report enables the user to review the number of all open incidents that have been breached already, sorted by status and then by priority.	Stacked vertical bar
Major Open Incidents by Service and Assignment Group	This report enables the user to review the number of all major open incidents, sorted by the affected services and then by the assignment group.	Horizontal bar
Incident Backlog Analysis by Category and Opened Time	This report enables the user to review incident backlog analysis, sorted by category and then by the opened time.	Pivot Table
Incident Backlog by Priority	This report enables the user to review incident backlog, sorted by priority.	Pie
Closed Incidents Assigned to My Groups	This report enables the user to review the list of closed incidents assigned to the user's groups.	Standard list
Closed Incidents Assigned to My Groups by Priority	This report enables the user to review closed incidents assigned to the user's groups, sorted by priority.	Pie
Closed Incidents Assigned to Me by Priority	This report enables the user to review closed incidents assigned to the user, sorted by priority.	Pie

Change Management reports

Report name	Report description	Chart type
Open Changes Assigned to My Groups by Service and Phase	This report enables the user to review the number of open changes that are assigned to the user's groups, sorted by service and then by phase.	Stacked vertical bar
Open Changes Assigned to Me by Scheduled Implementation Start Date	This report enables the user to review the number of open changes assigned to the user, sorted by the scheduled implementation start date.	Vertical bar
Open Changes Assigned to My Groups without Assignee by Priority	This report enables the user to review the number of open changes assigned to the user's groups without the assignee information, sorted by priority.	Pie
Open Changes Assigned to My Groups by Phase and Priority	This report enables the user to review the number of open changes assigned to the user's groups, sorted by phase and then by priority.	Stacked vertical bar
Changes Closed Today by Me	This report provides the number of changes that are closed today and closed by the user.	Number
Changes Assigned to Me and Opened Today	This report provides the number of changes that are assigned to the user and opened today.	Number
Changes Closed by Month within This Half Year	This report enables the user to review the trend of changes closed in each month within this half of the year.	Line
Changes Opened by Month within This Half Year	This report enables the user to review the trend of changes opened in each month within this half of the year.	Line
Number of Successful Changes by Closed Month	This report enables the user to review the trend of the number of successful changes, sorted by their closed month.	Line
Emergency Changes by Opened Month	This report enables the user to review the trend of emergency changes, sorted by their opened month.	Line
Failed Changes within This Half Year	This report enables the user to review the list of all failed changes within this half of the year.	Title list
Overdue Changes	This report enables the user to review the list of all change requests that have attained an overdue escalation value.	Title list
Changes Open longer than 1 Week	This report provides the number of all change requests that have stayed open for longer than one week.	Number
Closed Changes Analysis	This report enables the user to review the pivot table of closed changes analysis, sorted by the completion code, the affected services, the open date, and the closed date.	Pivot table
Changes Opened within This Half Year by Month and Category	This report enables the user to review the changes opened within this half of the year, sorted by month and then by category.	Stacked vertical bar
Parallel Changes to Involved CIs within the Last 7 Days	This report enables the user to review parallel changes to the involved CIs within the last seven days.	Vertical bar
Open Changes by Assignment Group	This report enables the user to review the number of open changes, sorted by the assignment group.	Pie
Changes Opened within This Half Year by Category and Status	This report enables the user to review the changes opened within this half of the year, sorted by category and then by status.	Stacked vertical bar
Changes Awaiting Approval	This report provides the number of all the changes that are awaiting approval.	Number
Changes Scheduled for This Week	This report provides an overview of changes that are scheduled for this week.	Title list
Critical Open Changes	This report enables the user to review all open change requests that have critical priority.	Title list

Problem Management reports

Report Title	Report Description	Chart type
Open Problems Assigned to Me by Priority	This report enables the user to review the number of open problems assigned to the user, sorted by priority.	Pie
Open Problems Assigned to My Groups by Assignee	This report enables the user to review the number of open problems assigned to the user's groups, sorted by the assignee.	Pie
Open Problems Assigned to My Groups without Assignee	This report enables the user to review the number of open problems assigned to the user's groups without the assignee information.	Number
Open Problems Assigned to My Groups without Assignee by Service	This report enables the user to review the number of open problems assigned to the user's groups without the assignee information, sorted by the affected service.	Horizontal bar
Open Problems by Subcategory	This report enables the user to review the number of open problems, sorted by subcategory.	Vertical bar
Open Problems by Service	This report enables the user to review the number of open problems, sorted by service.	Vertical bar
Problems Open by Month within This Half Year by Priority	This report enables the user to review the trend of problems open in each month within this half of the year, sorted by priority.	Area
Problems Closed by Month Within This Half Year by Priority	This report enables the user to review the trend of problems closed in each month within this half of year, sorted by priority.	Line
Open Problems by Priority	This report enables the user to review the number of open problems, sorted by priority.	Pie
Open Problems by Assignment Groups	This report enables the user to review the number of open problems, sorted by the assignment group.	Vertical bar
Problem Backlog	This report provides the number of all open problems.	Number
Deferred Problems	This report enables the user to review all deferred problems with the problem ID, the title, and the service information.	Title list

Service Desk reports

Report name	Report description	Chart type
All Interactions Pending My Approval	This report provides the total number of all interactions pending on the user's approval.	Number
Interaction Backlog	This report provides the number of all open interactions.	Number
Interaction Backlog Analysis by Category and Subcategory	This report enables the user to review the number of all open interactions, sorted by category and then by subcategory.	Stacked vertical bar
Fulfilled and Aborted Interactions Within This Half Year	This report enables the user to review the number of all fulfilled and aborted interactions within this half of the year.	Vertical bar
Open Interactions within This Half Year by Status	This report enables the user to review the number of all interactions open within this half of the year, sorted by status.	Pie
Open Interactions by Priority	This report enables the user to review the number of all open interactions, sorted by priority.	Pie
Breached Interactions by Category and Subcategory	This report enables the user to review the number of all breached interactions, sorted by category and then by subcategory.	Title list
Interactions Breached within 1 Day	This report enables the user to review all interactions that will be breached within one day.	Title list
Interactions Awaiting Approval	This report enables the user to review all interactions that await for approval.	Title list

Request Management reports

Report name	Report description	Chart type
Quotes Awaiting Approval	This report enables the user to review quotes that are waiting for approval.	Number
Open quotes by phase	This report enables the user to review the number of open quotes, sorted by phase.	Pie
Quotes Backlog	This report enables the user to review the number of all open quotes.	Number
Quotes Created by Month within This Half Year	This report enables the user to review the trend of quotes created in each month within this half of the year.	Line
Total Cost of Open Quotes by Month	This report enables the user to review the trend of the total cost of open quotes in each month.	Vertical bar
Unassigned Quotes by Priority	This report enables the user to review unassigned quotes, sorted by priority.	Pie

Configuration Item reports

Report Title	Report Description	Report Type
Total Count of CIs	This report enables the user to review all the CIs related to other CIs.	Number
CIs by Location	This report enables the user to review all the CIs, sorted by the location.	Pie
CIs by Service Provider	This report enables the user to review all the CIs, sorted by the service provider.	Pie
Count of CIs related to Services	This report enables the user to review the number of CIs that are related to one or more IT services as a percentage of the total number of registered CIs that can be related to IT services.	Pie
CI Changes within the Last 7 Days	This report enables the user to review CI changes within the last seven days.	Vertical bar
CIs without Owner	This report provides the number of CIs without an owner.	Number
CIs Related to Change	This report enables the user to review all CIs that are currently related to an open change.	Vertical bar
Configuration Item Summary by Type and Status	This report enables the user to view all the configuration items within their organization, sorted by type and then by status.	Vertical bar

Knowledge Management reports

Report Title	Report Description	Report Type
Number of Articles Awaiting Review	This report enables the user to review the number of the articles that are waiting for review.	Number
Number of Articles Retired	This report enables the user to review the number of the articles that get retired.	Number
Number of Externally Published Documents	This report enables the user to review the number of the externally published documents.	Number
Number of Internally Published Documents	This report enables the user to review the number of the internally published documents.	Number
Number of Articles Created by Month within This Half Year	This report enables the user to review the number of the articles created in each month within this half of the year.	Stacked vertical bar
Document Usage by Article	This report enables the user to review the document usage statistics, sorted by each article.	Horizontal bar
Document Usage	This report enables the user to review the document usage list.	Standard list

License reports

Report Title	Report Description	Report Type
High Water Mark of Module License Usage by Module and by Day	This report enables the user to review the high water mark of module license usage, sorted by module and then by day.	Vertical bar
License Statistics within the Last 3 Days	This report enables the user to review the license statistics within the last three days.	Vertical bar
License Usage Details	This report enables the user to review the license usage details.	Standard list

SLA reports

Report Title	Report Description	Report Type
Response SLO Metrics This Year_Base Monitoring SLA for IT Services	This report enables the user to review the target response metrics for the ten lowest performing Service Level Agreements (SLAs) in the specified month.	Stacked horizontal bar
Availability-Summary_Base Monitoring SLA for IT Aervices_Duration Met %	This report enables the user to review the target response and availability metrics for a single Service Level Agreement (SLA) within a given month.	Vertical bar
Availability-Summary_Base Monitoring SLA for IT Services_Total Outages	This report enables the user to review the target response and availability metrics for a single Service Level Agreement (SLA) within a given month.	Vertical bar
Availability-Summary_Base Monitoring SLA for IT Services_Availability %	This report enables the user to review the target response and availability metrics for a single Service Level Agreement (SLA) within a given month.	Vertical bar

Time duration and calculation reports

Report Title	Report Description	Report Type
Incident In/Out	This report enables the user to review open and closed incidents by quarters in one year. It calculates the numerical difference of the open and closed Incidents in each quarter of the past year.	Line
Average Incident handling time for last year by month	This report enables the user to review the average Incident handling time in each month during the past year.	Line
Average incidents handling time per assignment group	This report enables the user to review the average Incident handling time per assignment group by using the processed time duration data.	Line
Incident handling time per assignment group for breached tickets	This report enables the user to review SLA breaches, which may be caused by OLA breaches. The Incident handling time data in this report is stacked by the assignment group and shows how much time a groupis spending on that record.	Stacked Horizontal bar
Total outage duration caused by Incidents per Service this month	This report enables the user to review the total outage duration in hours caused by Incidents, sorted by the affected service during this month.	Horizontal bar
Success change rate by Service	This report enables the user to review the success change rate, sorted by Service.	Vertical bar
Weekly success change rate	This report enables the user to review the weekly success change rate.	Line
Standard change rate this week	This report enables the user to review the standard change rate during this week.	Number
Weekly automated change rate trend	This report enables the user to review the weekly automated change rate trend.	Line
Weekly standard change rate trend	This report enables the user to review the weekly standard change rate trend.	Line