Service Request Monitoring (SO 3.6)

The Service Request Monitoring process describes the activities to monitor all open Service Requests from initialization to resolution. Service Request Monitoring also determines whether action or escalation is required to meet the target resolution according to the associated SLA. For example, action is needed if requests are greater than 50% of SLA expired. Service Request Monitoring is an ongoing process performed by the Service Request Analyst and the Service Request Manager.

For more information on this process, refer to Service Manager Processes and Best Practices.

Access Request Management reports

Security Roles: Request Manager; Request Coordinator

The Reporting tool in Service Manager provides a number of out-of-box reports on the request data in your system. You can view these reports through the dashboards named Request Overview (Global) and Request KPI (Global). You can also create your own dashboards to display other reports of your interest.

To access Request Fulfillment reports, follow these steps:

1. Click Request Management > Request Overview.

   By default, the Request Overview (Global) dashboard is displayed.

2. View the reports on the dashboard. For descriptions of these reports, see Report descriptions and usage.

3. If needed, click the New Dashboard button to add your own dashboards. For details, see My dashboards.

   Your custom dashboards are added to the dashboard list on the toolbar of the dashboard page.

   Tip You can click Export to export the reports on a dashboard to PDF format.

4. Click the Open dashboard settings icon on a dashboard to set its properties, or click the Set as Default Dashboard button to set it as your default dashboard.

Related topics

Request Management overview
Request Management workflows and user tasks
Processes and Best Practices