Reports Snapshot

KEY FEATURES:

In built static and drill down reports based on good practices (ITIL, COBIT, ISO 20000) Ability to build Ad-hoc reports easily

Dashboard for higher level executives

Business Intelligence for IT

Built-in Integration with multiple data sources including data from multiple ITSM/BSM vendor solutions (e.g. BMC Remedy ITSM, OTRS, HP Service Manager, SAP Solution Manager, IBM Tivoli etc.)

Combined reports

Data model to accommodate current and future needs of reports and dashboards

Granularity of access controls

Scheduling and distribution of reports.

MetricEdge is built on the Oracle Business Intelligence platform

Allows access of information, assess it, identify issues, diagnose causes, and act to correct issues

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Reports Snapshot
S No Out of Box Report Name Incident Management 1 2 3 4 5 6 7 8 9 10 I nc idents by Service T ype and P riority C ount of I ncidents group by Priority and bifurcated by Service T ype Description

I nc idents by Support Company and C ount of I ncidents assigned to Support C ompany by P riority P riority I nc idents by Status P ending I ncidents by Status Reas on T rend Report by P riority M ean T ime To Respond I nc idents Trend by Reported Sourc e I nc idents by Cause C ode I nc idents by Resolution Code P riority & Status wis e I ncidents T op I ssues by O perational C ategory(Tier2) C ount of I ncidents raised over a time period by Status Bifurc ation of P ending Incidents by P ending Reason M onthly/Weekly Trend of I ncidents by P riority A verage time required to res pond the incidents once as s igned versus week M onthly/Weekly Trend of I ncidents by Reported Source Shows I ncidents Summary by C ause Code Shows I ncidents Summary by Resolution Code I nc idents Raised group by Status and P riority Shows for whic h c ategory (Tier2) most number of reques ts raised over a given time period.

11

12

T op I ssues by O perational C ategory(Tier3) T op is sues by O perational and P roduct C ategory T op is sues by O perational and Res olution C ategory T rend Report for I ncident Volume

Shows for whic h c ategory (Tier3) most number of reques ts raised over a given time period. Shows for whic h c ategory most number of requests raised over a given time period. Shows for whic h c ategory most number of requests raised over a given time period. N umber of I ncidents Created, N umber of I ncidents Closed V ersus Month/Week

13

14

15 16 17

M T TR (M ean T ime to Resolve) for T rend report of A verage time required to resolved I nc idents inc idents by week Res olution T ime Analysis for I nc idents by Priority I nc ident Summary, Resolution Time in D ays(Interval) G rouped by Priority

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Reports Snapshot
S No Out of Box Report Name Incident Management 18 19 20 21 Res olution T ime Analysis for I nc idents by I mpact E ngineer wise I ncidents Resolution Firs t L ine Resolution Report Firs t Call Ratio Report I nc ident Summary, Resolution Time in D ays(Interval) G rouped by I mpact Summary of inc idents resolved engineer-wise for a s elected date range I nc idents resolved by H elp D esk (by First point of C ontact) I nc idents which are reported via Phone Resolved by H elp D es k within 15 minutes Description

22

s ummary of I ncidents resolved as per category for a C ategory wis e I ncident Resolution s elected location, c ategory and date range (O perational/Product/Resolution Category)

23

O pen I ncidents by Support C ompany & P riority O pen I ncidents by Status A ge of O pen I ncidents A ge of P ending I ncidents P riority wise Incidents P ercentage of I ncidents logged us ing Automated T ools L oc ation wise I ncidents

D is play the O pen I ncident Tickets Priority wis e w.r.t Support Company for s elected date range O pen I ncident by s tatus till now and by Support G roup A ge of O pen I ncidents of A ge Buckets A ge of P ending I ncidents by Age Buckets C ount of I ncidents by P riority I nc idents which are L ogged by A utomated T ools i.e. whos e s ervice type is 'Infrastructure E vent' C ount of I ncidents by L ocation and M onth C ount of I ncidents by C ategory and P riority (O perational/Product/Resolution Category) I nc ident D etails with Business H ours required to Resolve I nc ident D etails over a given time period

24 25 26 27

28

29

30

C ategory & P riority wis e I ncidents

31 32

I nc ident E ffort D uration C all Status Report

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Reports Snapshot
S No Out of Box Report Name Incident Management 33 T op Requestor D epartments Shows whic h D epartments filed the most number of reques ts over a given time period. Shows whic h Sites filed the most number of requests over a given time period. P roductive Analysis Trend by M onth: T otal no. of I ncidents C reated, Resolved, C ancelled in P articular Month with. H ow many inc idents Brought Forwarded (O pen till that M onth) and N o. of C arry forwarded I ncidents to the next month D aily Workload/tickets c omes for as signment to Support G roup L ifec ycle report of I ncident whic h is Re-Assigned within G roups with E ffort D uration Spent to res olved it. Description

34

T op Requestor Site

35

M onthly Volume Report(Brought Forward & C arry Forward Report for I nc ident)

36

G roup M onthly Volume Report

37

I nc ident G roup Re-Assignment L og Work Order Management

38 39 40 41 42 43

P riority wise Work O rders

C ount of Work O rders by Priority

Work O rders by Support C ompany C ount of Work O rders assigned to Support Company by and P riority P riority Work O rders by Status T rend Report by P riority C ount of Work O rders raised over a time period by Status M onthly/Weekly Trend of Work O rders by P riority

P riority & Status wis e Work O rders Work O rders Raised group by Status and Priority T op I ssues by O perational C ategory T rend Report for Work O rder V olume Shows for whic h c ategory most number of requests raised over a given time period. N umber of Work O rders C reated, N umber of Work O rders C losed Versus Month/Week

44

45 46 47

M T TR (M ean T ime to Resolve) for T rend report of A verage time required to resolved Work Work O rders O rders by week Res olution T ime Analysis for Work Work O rder Summary, Resolution T ime in D ays(Interval) O rders by Priority G rouped by Priority E ngineer wise Work O rders Res olution Summary of Work O rders resolved engineer-wise for a s elected date range

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Reports Snapshot
S No Out of Box Report Name Work Order Management 48 Firs t L ine Resolution Report Work O rders resolved by Help D esk (by First point of C ontact) s ummary of Work O rders resolved as per c ategory for a s elected location, c ategory and date range (O perational/Product Category) Description

49

C ategory wis e Work O rder Res olution

50

O pen Work O rders by Support C ompany & P riority O pen Work O rders by Status A ge of O pen Work O rders A ge of P ending Work O rders L oc ation wise Work O rders C ategory & P riority wis e Work O rders C all Status Report

D is play the O pen Work O rder T ickets P riority wise w.r.t Support Company for s elected date range O pen I ncident by s tatus till now and by Support G roup A ge of O pen Work O rders of A ge Buckets A ge of P ending Work O rders by A ge Buckets C ount of Work O rders by L ocation and Month C ount of Work O rders by Category and Priority (O perational/Product Category) Work O rder D etails over a given time period Shows whic h D epartments filed the most number of reques ts over a given time period. Shows whic h Sites filed the most number of requests over a given time period.

51 52 53 54 55 56

57

T op Requestor D epartments

58

T op Requestor Site

59

M onthly Volume Report(Brought Forward & C arry Forward Report for Work O rder)

P roductive Analysis Trend by M onth: T otal no. of Work O rders Created, Resolved, Rejected, and Cancelled in P articular M onth with. H ow many Work O rders Brought Forwarded (O pen till that M onth) and N o. of C arry forwarded Work O rders to the next month

60

G roup M onthly Volume Report

D aily Workload/tickets c omes to assigns to Support G roup

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Reports Snapshot
S No Out of Box Report Name Service Level Management SLA Reports f or Work Order 61 62 63 64 65 66 67 68 69 O verall Service T arget M et % % of M et SLA (Response/Resolution) group by Support C ompany Description

% M et Service Target by L ocation % of M et SLA (Response/Resolution) group by L ocation % M et Service Target by O perational Category % M et Service Target by P roduct C ategory % of M et SLA (Response/Resolution) group by O perational Category % of M et SLA (Response/Resolution) group by Product C ategory

% M et Service Target by Support % of M et SLA (Response/Resolution) group by Support G roup G roup M onthly/Weekly Response Service M onthly/Weekly Response SLA Report T arget Report M onthly/Weekly Resolution Service M onthly/Weekly Resolution SLA Report T arget Report P riority wise Response SLA Report Res ponse SLA Report by P riority P riority wise Resolution SLA Report Res olution SLA Report by P riority E ngineer wise SLM Resolution Report for work order A greement and Type(Goal T ype) wis e SL M Report for work order Summary of SL M Resolved for inc idents resolved engineer-wise by priority for a s elected date range T his report s hows N o of SLM calls for work order grouped by A greement type and Resolution T ype

70

71

72

Support Company/ Support group, C ount of total SLM c alls for work order by s upport wis e SL M Report for Work O rder c ompany /G roup

73

SL M Report for Work order by C us tomer

Shows the total number of SL M Calls for work order c reated by Customer for a given time period Summary of c ount of SL M Calls for work order based on loc ation and displayed in weekly / monthly s egregation.

74

L oc ation SLM Calls for work order

75

N umber of SL M Calls for work Shows the total number of SL M calls for work order order by O perational c reated for a given time period by operational/product C ategorization/Product C ategorization C ategorization and Support G roup

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Reports Snapshot
S No Out of Box Report Name Service Level Management SLA Reports f or Work Order D is plays the total c alls, c all met, c alls breached, SLM%, Support Company/Group wis e SLM average c all duration based on s elected location. C alls Report for work order filtered based on Support C ompany/Group and c ategory for the s elected date range. SL A Breached Calls by SLA Breach Bifurc ation of Breach SLA's by Breach Reason Reas on I ndividual Report-Work O rder Work Report-Work O rder SL A M et P ercentage- Work O rder C ount of M et/Breached SLA by G roup and Incident Status (O pen/Close) C ount of M et/Breached SLA by Category and I ncident Status (O pen/Close) Summarized Report of SLA M et % by Support Company and C ategory A verage time taken for SLA Resolution (M et/Breached/All) vers us SLA Agreed Actual T ime Description

76

77 78 79 80

81

SL A vs Actual Time SLA Reports f or Incident

82 83 84 85 86 87 88 89 90

O verall Service T arget M et %

% of M et SLA (Response/Resolution) group by Support C ompany

% M et Service Target by L ocation % of M et SLA (Response/Resolution) group by L ocation % M et Service Target by O perational Category % M et Service Target by P roduct C ategory % of M et SLA (Response/Resolution) group by O perational Category % of M et SLA (Response/Resolution) group by Product C ategory

% M et Service Target by Support % of M et SLA (Response/Resolution) group by Support G roup G roup M onthly/Weekly Response Service M onthly/Weekly Response SLA Report T arget Report M onthly/Weekly Resolution Service M onthly/Weekly Resolution SLA Report T arget Report P riority wise Response SLA Report Res ponse SLA Report by P riority P riority wise Resolution SLA Report Res olution SLA Report by P riority E ngineer wise SLM Resolution Report for I ncident. Summary of SL M Resolved for inc idents resolved engineer-wise by priority for a s elected date range

91

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Reports Snapshot
S No Out of Box Report Name SLA Reports f or Incident 92 A greement and Type (Res ponse/Resolution) wis e SLM Report for I ncident. T his report s hows N o of SLM calls for I ncidents grouped by A greement type and Response/Resolution T ype Description

93

Support Company/ Support group C ount of total SLM c alls for I ncidents by s upport wis e SL M Report for I ncident. c ompany/Group

94

L oc ation wise SLM Calls for I nc idents

Summary of c ount of SL M Calls for I ncidents based on loc ation, P riority and displayed in weekly / monthly s egregation.

95

N umber of SL M Calls for I nc idents by O perational C ategorization/Product C ategorization /Resolution C ategory

Shows the total number of SL M calls for incidents created for a given time period by operational/product/Resolution C ategorization

96

D is plays the total c alls, c all me t, c alls breached, SLM%, Support Company/Group wis e SLM average c all duration based on s elected location. C alls Report for I ncident. filtered based on Support C ompany/Group and c ategory for the s elected date range. SL A Breached Calls by SLA Breach Bifurc ation of Breach SLA's by Breach Reason Reas on I ndividual Report-Incident Work Report-Incident C ount of M et/Breached SLA by G roup and Incident Status (O pen/Close) C ount of M et/Breached SLA by Category and I ncident Status (O pen/Close) D etail Reports of I ncidents along with its associated SLA D etails Summarized Report of SLA M et % by Support Company and C ategory A verage time taken for SLA Resolution (M et/Breached/All) vers us SLA Agreed Actual T ime

97 98 99

1 0 0 I nc ident D etail Report- SLA 1 0 1 SL A M et P ercentage-Incidents

1 0 2 SL A vs Actual Time

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Reports Snapshot
S No Out of Box Report Name Problem Management 1 0 3 P riority wise Problems. 104 105 D is plays the list of problems bifurcated based on P riority Description

N umber of P roblems by Status and N umber of P roblems Versus I mpact Versus Status by I mpact N umber of O pened Problems by I nvestigation D rivers N umber of P roblems Versus I nvestigation Driver D is plays the list of problems for a particular duration s pecified from the input c ontrols C ount of problem tickets registered for a particular loc ation during a date range. c ount of P roblems based on location, priority

1 0 6 P ending Problems.

1 0 7 L oc ation wise Problems. 1 0 8 P riority wise Problems. 109

E ngineer wise Problem Resolution Summary of P roblems resolved engineer-wise for a Report. s elected date range C ategory wis e Problem Resolution s ummary of P roblems resolved as for a s elected location, Report. c ategory and date range

110

111

M ean T ime to Resolution for a P roblem

P roblem I D, I mpact, Resolution Time in D ays, P riority, P roblem Summary, P roblem Reported on D ate T ime A ging of O pen P roblems with Status versus I mpact I mpact, Average T ime L ag in D ays C hange Request Type, Change Request Summary, P roblem I D, P roblem Summary, P roblem I nvestigation Status, I mpact, P riority, P roblem Reported on D ate Time

1 1 2 A ging of O pen P roblems 113 A verage T ime L ag Between P roblem Resolution and C losure N umber of P roblems Associated with a C hange

114

115

N umber of P roblems Associated with H igh- priority Incidents

I nc ident Priority, I ncident I D, Problem I D, P roblem Summary, P roblem I nvestigation Status, I mpact, P roblem P riority, P roblem Reported D ate

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Reports Snapshot
S No Out of Box Report Name Change Management 1 1 6 L oc ation wise Request for C hange. D is plays the count of C hange requests raised for a partic ular location and s elected date range. D is plays the details of c hange requests which are yet to be c losed. Status, N umber of C hanges C hange I D, U rgency, I mpact, Status, C losure Code, C hange Reason, P roduct Category, RFC D ate, C ompleted D ate, O rganization Description

1 1 7 P ending Request for C hange. 1 1 8 O pen Changes by Status

119

C losed Changes Summary

120

C hange I D, C hange Summary, Change M anagement. C hanges that Spawned I ncidents Status, Status Reason, I ncident I D, I ncident Status, I nc ident Summary Forward Sc hedule of T asks N umber of T ask By Task Type C hange I D, C hange Summary, Status, Status Reason, C hange T iming, O perational Categorization T ier 1, D epartment, RFC D ate

121

122

C hanges Rejected by the CAB

123

C hange L ead Time Report

C hange T iming, L ead Time in D ays

124

N umber of C hanges I mplemented C hange I D, T iming, I mpact, Status, Status Reason, in the P eriod C hange Reason, Submit D ate, C ompleted D ate C hange I D, T iming, I mpact, Status, Status Reason, C hange Reason, Submit D ate, C ompleted D ate C hange I D, T iming, I mpact, Status, Status Reason, C hange Reason, Submit D ate, C ompleted D ate N umber of C hange Request Versus M onth C hange T iming, P roduct Categorization T ier 1 , P roduct C ategorization T ier 2 , Product C ategorization Tier 3

125

N umber of Successful Changes

126

N umber of C hanges Backed-out T rend in N umber of C hange Requests

127

1 2 8 Reas ons for C hange

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Reports Snapshot
S No Out of Box Report Name A sset Management T his report s hould give information of A ssets based on U s ed By and O wned By of the P eople T ype, and information of as set belong to whic h Region, Serial No and M odel Type details. T his report s hould give information about the Warranty as s ociated with any Asset. T his report s hould give Asset information according to individual project. T his report s hould provide data about Software within C ompliance and O ut of C ompliance. Bus iness Service Related I ncidents, P roblem, C hange Request, Service Request, Assets Bus iness Service trend Related I ncidents, P roblem, C hange Request, Service Request, Assets Description

1 2 9 A s set People T ype

1 3 0 A s set Warranty 1 3 1 P roject wise Asset D etails

1 3 2 Software C ompliance Report

1 3 3 Bus iness Service Report

1 3 4 Bus iness Service T rend

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Reports Snapshot

Components
MetricEdge provides:
1. 100+ reports and dashboard as per ITIL, COBIT and ISO 20000 good practices and standards 2. 50+ metrics that accommodate different calculations according to the reporting needs 3. Inbuilt ETL mappings for faster performance 4. Pre-built integration with multiple ITSM solutions from different vendors 5. Ad-hoc reporting for quick analysis 6. Drill down reports 7. Easy to customize reporting framework based on Oracle BI platform (OBIEE and OBISE1)

People behind MetricEdge

MetricEdge built by iWare Logic which specializes in Oracle Business Intelligence and IT Management space. iWare Logic and its group company Vyom Labs has combined experience of 12+ years in ITIL, COBIT, ISO 20000 and Business Intelligence space in training, consulting and IT Management software implementations.

Copyright 2012, Vyom Labs Pvt. Ltd All rights reserved This document is provided for information purposes only and the contents hereof are subject to change without notice . This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Other names may be trademarks of their respective owners.

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