5.5 Reports

5.5.1 Reports

Online reporting provides Finance Users with a graphical snapshot of the overall performance of the Service Desk and its Users. The real-time Reports Module delivers easy access, and on-demand visual feedback that can be exported to Excel and PDF format.

Create a Report

Select Reports> Report Type (e.g. Incident) sub-menu option
Select a Process, if relevant
Use the drop-down list to select the report required
Enter the date range, if applicable

The default Start Date is the last day of the previous month.
Refine parameters, if required
Click Create to generate the report.

NOTE:The results are displayed as a chart and as a text table. They both can be exported as an Excel spreadsheet or as a PDF document.

Trend Reports

A Trend Report allows data to be compared over time to monitor patterns. This type of report is only available for Incident, Problem, Service and Change Requests.

To create a Trend report:

Select Reports> Report Type (e.g. Incident) sub-menu option
Use the drop-down list to select the required report
Select the Trend checkbox

If the trend data is available for the selected report, a drop-down field appears. Select a period for the data:

Date Ranges for Trend reports:
Day	Up to 14 days.
3 Days	Up to 30 days.
Week	Up to at least 10 weeks.
Fortnight	Up to at least 10 weeks.
Month	Up to at least 12 months.

For Start Date, enter the start date or click on the calendar icon to define it within the calendar
Enter the End Date or select it from the calendar
Click Create.

5.5.2 Contract Reports

The following reports can be generated for Contracts:

Contract Reports	Description
Active Contracts by Service Provider (Summary)	Derived by selecting a Service Provider, displays a summary of underpinning contracts currently being fulfilled.
Active Contracts by Service Provider (Detailed)	Derived by selecting a Service Provider, lists each current request covered by an underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Active Contracts by Service Manager (Summary)	Derived by selecting a Service Manager, displays a summary of underpinning contracts currently being fulfilled.
Active Contracts by Service Manager (Detailed)	Derived by selecting a Service Manager, lists each current request covered by an underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Breached Underpinning Contracts by Resolution Time	Lists each breached Underpinning Contract based on Resolution Time.
Breached OLA Contracts by Resolution Time	Lists each breached OLA based on Resolution Time.
Incident Times by Service Provider	Derived by selecting a Service Provider, displays a summary of all Underpinning Contracts fulfilled.
Incident Times by Underpinning Contract	Derived by selecting an Underpinning Contract, displays each request covered by the underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Incident Times by OLA	Derived by selecting an OLA, displays each request covered by the OLA with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Mean Incident Contract Times by Underpinning Contract	Derived by selecting an Underpinning Contract, details the calculated average Response, Restore and Resolution time for each State assigned the Underpinning Contract.
Mean Incident Contract Times by OLA	Derived by selecting an OLA, details the calculated average Response, Restore and Resolution time for each State assigned the OLA.
Mean Incident Contract Times by Service Provider	Derived by selecting a Service Provider, details the calculated average Response, Restore and Resolution time for the Vendor’s Contract.
Problem Times by Service Provider	Derived by selecting a Service Provider, displays a summary of all Underpinning Contracts fulfilled.
Problem Times by Underpinning Contract	Derived by selecting an Underpinning Contract, displays each Problem covered by the Underpinning Contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Problem Times by OLA	Derived by selecting an OLA, displays each Problem covered by the OLA with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Mean Problem Contract Times by Underpinning Contract	Derived by selecting an Underpinning Contract, details the calculated average Response, Restore and Resolution time for each State assigned the Underpinning Contract.
Mean Problem Contract Times by OLA	Derived by selecting an OLA, details the calculated average Response, Restore and Resolution time for each State assigned the OLA.
Mean Problem Contract Times by Service Provider	Derived by selecting a Service Provider, details the calculated average Response, Restore and Resolution time for the Vendor’s Contract.
Change Request Times by Service Provider	Derived by selecting a Service Provider, displays a summary of all Underpinning Contracts fulfilled.
Change Request Times by Underpinning Contract	Derived by selecting an Underpinning Contract, displays each Change Request covered by the underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Change Request Times by OLA	Derived by selecting an OLA, displays each Change Request covered by the OLA with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Mean Change Request Contract Times by Underpinning Contract	Derived by selecting an Underpinning Contract, details the calculated average Response, Restore and Resolution time for each State assigned the Underpinning Contract.
Mean Change Request Contract Times by OLA	Derived by selecting an OLA, details the calculated average Response, Restore and Resolution time for each state assigned the OLA.
Mean Change Request Contract Times by Service Provider	Derived by selecting a Service Provider, details the calculated average Response, Restore and Resolution time for the Vendor’s Contract.
Service Request Times by Service Provider	Derived by selecting a Service Provider, displays a summary of all Underpinning Contracts fulfilled.
Service Request Times by Underpinning Contract	Derived by selecting an Underpinning Contract, displays each Service Request covered by the underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Service Request Times by OLA	Derived by selecting an OLA, displays each Change Request covered by the OLA with expected, actual and breached times recorded against Response, Restoration and Resolution times.
Mean Service Request Contract Times by Underpinning Contract	Derived by selecting an Underpinning Contract, details the calculated average Response, Restore and Resolution time for each State assigned the Underpinning Contract.
Mean Service Request Contract Times by OLA	Derived by selecting an OLA, details the calculated average Response, Restore and Resolution time for each State assigned the OLA.
Mean Service Request Contract Times by Service Provider	Derived by selecting a Service Provider, details the calculated average Response, Restore and Resolution time for the Vendor’s Contract.