Use > Service Manager Reports > Report descriptions and usage

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
Number of Successful Changes by Closed Month This report enables the user to review the trend of successful changes, sorted by their closed month. Line
Changes Scheduled for the Next 30 Days This report provides an overview of changes that are scheduled next 30 days. Title list
Changes Opened Within This Half Year by Category and Status This report enables the user to review the number of changes that are opened this half year, sorted by category and then by status. Stacked vertical bar

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 Problem Tickets Owned by Me by Subcategory This report enables the user to review the number of open problem tickets owned by the user, sorted by subcategory. Horizontal bar
Total Count of Open Problem Tickets Owned by Me This report provides the number of open problem tickets owned by the user. Number
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
Open Interactions Assigned to Me by Priority This report enables the user to review all open interactions assigned to the user, sorted by priority. Pie
Open Interactions Assigned to Me - Breached within 1 Day This report enables the user to review all open interactions that are assigned to the user that will be breached within one day. Title list
Open Interactions Assigned to Me by Category This report enables the user to review the interaction distribution chart for all open interactions assigned to the user, sorted by category. Pie
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
Open Interactions Assigned to My Groups This report enables the user to review the list of all open interactions assigned to the user's groups. Standard list
Closed Interactions Assigned to My Groups This report enables the user to review the list of all closed interactions assigned to the user's groups. Standard list
Open Interactions Assigned to My Groups by Priority This report enables the user to review all open interactions assigned to the user's groups, sorted by priority. Pie
Closed Interactions Assigned to My Groups by Priority This report enables the user to review all closed interactions assigned to the user's groups, sorted by priority. Pie
Closed Interactions by Assignment Group This report enables the user to review all closed interactions, sorted by the assignment group. Vertical bar

Request Fulfillment reports

Report name Report description Chart type
Requests Awaiting Approval This report enables the user to review the requests that are waiting for approval. Number
Open Requests by Phase This report enables the user to review the number of opened requests, sorted by phase. Pie
Request Backlog This report enables the user to review the number of all open requests. Number
Requests Created by Month within This Half Year This report enables the user to review the trend of requests created in each month within this half of the year. Line
Total Cost of Open Requests by Month This report enables the user to review the trend of the total cost of open requests in each month. Vertical bar
Unassigned Requests by Priority This report enables the user to review unassigned requests, sorted by priority. Pie
Total Cost of Open Requests Last 6 Months per Location This report enables the user to review the trend of the total cost of open requests in last 6 months, sorted by location. Vertical bar
Total Cost of Open Requests Last 6 Months per Department This report enables the user to review the trend of the total cost of open requests in last 6 months, sorted by department. Vertical bar
Average Cost of a Request This report enables the user to review the trend of the average cost of a request in each month. Line
Percentage of Open Requests This report enables the user to review the percentage of open requests in each month. Line
Percentage of Closed Requests This report enables the user to review the percentage of closed requests in each month. Line

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

End User Chat reports

Report title Report description Report type
All Pending Chats This report enables the user to review all pending chats. List
All Accepted Chats This report enables the user to review all accepted chats. List
All Closed Chats This report enables the user to review all closed chats. List
All Chat First Resolution Rate within Last 30 Days

This report enables the user to review all chat first resolution rate within last thirty days.

Vertical bar
My Average 1st Response Time Within Last 7 Days

This report enables the user to review his/her first response time within last seven days.

Line
My Team Average 1st Response Time Within Last 7 Days

This report enables the user to review the first response time of his/her team within last seven days.

Vertical bar
My Accepted Chat Today This report enables the user to review the number of chats accepted by him/her today. Number
My Average Chat Duration within Last 7 Days

This report enables the user to review his/her average chat duration within last seven days.

Line
My Team Average Chat Duration within Last 7 Days

This report enables the user to review the average chat duration of his/her team within last seven days.

Vertical bar
My Team Chat Abandonment Rate within Last 7 Days

This report enables the user to review the chat abandonment rate of his/her team within last seven days.

Line
My Chat Average Resolution Time within Last 7 days

This report enables the user to review his/her average chat resolution time within last seven days.

Vertical bar
My Team Chat Average Resolution Time within Last 7 Days

This report enables the user to review the average chat resolution time of his/her team within last seven days.

Vertical bar
My Team First Resolution Rate of Chat Tickets within Last 30 Days

This report enables the user to review his/her team first resolution rate of chat tickets within last thirty days.

Stacked vertical bar
Percentage of Interactions Initiated from Chat

This report enables the user to review the percentage of Interactions initiated from End Use Chat.

Number
Percentage of Chat Solved by Virtual Agent

This report enables the user to review the percentage of chat solved by Virtual Agents (Sages).

Number