Report

Module

Content

Purpose

Incidents by Impact

IPC

This report represents all reported Incidents within the evaluation period grouped by importance.

The report provides overview of all reported Incidents within the evaluation period grouped by their importance.

Incorrectly Classified Incidents

IPC

This report represents all reported Incidents within the evaluation period which have been modified in type, importance, priority or category.

The report is supposed to identify all reported Incidents that have been classified incorrectly in order to perform suitable measures.

Reopened Incidents

IPC

This report represents all reported Incidents within the evaluation period that have been reopened.

The report is supposed to identify all reported Incidents that have been reopened in order to perform suitable measures.

Incidents solved by Service Desk

IPC

This report represents all reported Incidents within the evaluation period that meet two conditions: they have not been forwarded to other support groups than the Service Desk and are of state 'Solved', 'User Informed' or 'Closed'.

The report is supposed to identify all reported Incidents that have been directly solved by Service Desk in order to derive a means on the current Know How of the Service Desk.

Created and closed incidents at the end of periode

IPC

This report represents all reported Incidents within the evaluation period that are in state 'Solved', 'User Informed' or 'Closed' compared to newly created Incidents of that period.

The report is supposed to identify the gap between solved and the amount of new Incidents in order to find a means for performance.

Opened Incidents by category

IPC

This report represents all reported Incidents within the evaluation period which are not in state 'Solved', 'User Informed' or 'Closed' grouped by category.

The report is supposed to identify all open Incidents to derive a means for workload and the Know How related to the categories.

Opened Incidents

IPC

This report represents all reported Incidents within the evaluation period which are not in state 'Solved', 'User Informed' or 'Closed'.

The report is supposed to identify all open Incidents within a given period.

Escalated Incidents by Category

IPC

This report represents all escalated Incidents within the evaluation period grouped by category.

The report gives an overview of escalated Incidents grouped by category within the evaluated period. This report is supposed to identify frequent escalations in a particular category and find a means for countermeasures if appropriate.

New incidents by category

IPC

This report represents all reported Incidents within the evaluation period that have been newly created.

The report is supposed to analyse the amount of newly created Incidents by period.

Incidents vs. Complaints

IPC

This report depicts the amount of complaints compared to all reported Incidents within the evaluation period. Finally the ratio between reported Incidents to total complaints will be calculated.

The report is supposed to derive a statement on the quality of proposed solutions.

First Level Solution Rate

IPC

This report depicts the amount of Incidents that have been solved directly to the total amount of Incidents reported. Incidents must have a time to solution of 15 minutes as a maximum and have not been forwarded to other groups than the Service Desk.

The report is supposed to derive a statement on the Know How and the performance of the Service Desk.

Solution Time By Category

IPC

This report represents the minimum and the maximum as well as the average time to solution of all reported Incidents within the evaluation period. The result is grouped by category.

The report is supposed to compare the minimal and the maximum time to solution by category.

Alteration of Incidents

IPC

This report depicts the alteration ratio of the current evaluation periods to the former evaluation period focusing on Incidents that have been classified incorrectly.

This report is supposed to identify trends in order to take suitable countermeasures.

Service Catalog

SPM/SLM

This report lists all services by Service Class and Service Type together with their Service Parameters.

The report is supposed to give you and overview of the selected services.

Service Specification

SPM/SLM

This report lists all services in alphabetical order together with their Service Parameters.

The report is supposed to give you and overview of the selected services.

Order

PROC

This report displays 1 selected Order or Request with the Order/Request Items. It also contains the data from/for which user the Order is, its Location and Facility, Total Prices and Price conditions + other individual items.

Similar to an invoice, the report is supposed to give you a well-arranged layout of a particular Order (Request) incl. its subfolders. It is prepared for printed output as well.