Open and Closed Incidents by Service

Description

The Open and Closed Incidents by Service report breaks down all reported incidents in a given time period by status (open or closed) and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of open versus closed incidents using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that status by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by status and service.

Customer Value

This report provides a quick view of open and closed incidents by service for a given time period. The percentages and totals displayed in group headings indicate the quality of the service delivered. An increase of incidents deviated from the trend line in a certain time period needs to be diagnosed and acted upon. This information can be used by an Incident Management administrator to determine whether a particular department requires additional training or resources to decrease the number of incidents of a given service type. Note that the report excludes interactions logged as incidents but handled by the Service Desk.