This post will be on the topic of reports you can run in SerioReports – I am going to pick a few and talk about them in detail.
OK, so where is SerioReports? If you don’t have an icon for it on your desktop, remember that it’s an application and needs to be installed (though please remember that it is licensed, so you may need to purchases additional licenses before doing so). Please remember that SerioReports also has it’s own help file distributed with the product.
We’ve already got quite a bit to say about metrics and reporting. I have blogged about it here, and there is an excellent white paper by my colleague George Ritchie entitled ‘Service Desk Metrics – Getting Started’. If you have not read this white paper yet, and you are interested in reporting, I urge you to do so now.
What I will do in this post is to select a report that I find interesting, and to talk about it and explain about the data it presents and what it displays. I’ll return to this topic next time I post.
I’ll start with SLA Analysis reports – this is where most (but not all) of the service level related reports reside. There are approximately 22 of these – some graphical, some textual. If you can’t find these reports, then log-in to SerioReports, select ‘New Report Explorer’, and then in the tree presented expand the section ‘SLA Analysis’.
I’ll start with a simple graph-based report – SLA Resolutions/Company (SLA16). If you supply a start date, and end date, and the SLA on which the report should be run, you’ll get a histogram that shows you the following:
For each Company on whose behalf you have resolved Incidents, the percentage of resolutions on time. In order to help you make better sense of the percentages, the report also shows you the number of Incidents on which the percentage is based. This is important because you might have a Company that shows ‘0% on time’ – but for just one Incident resolved between your start date and end date.
So who might use SLA16 and why?
Most likely to run this report is a Service Level Manager, or whoever is responsible for overall IT service levels within your organisation (as George Ritchie would say, you’ve got someone responsible for that, right?). You’d run the report as a safety check, and to get behind overall SLA statistics, to make sure that for each Company or Department you serve the service levels are within acceptable limits, or as part of an attempt to identify bottlenecks for further investigation.
Please also remember you can save these reports to PDF easily. Simply print them using the PDF printer installed with SerioReports.
You can also save reports to your favourites list, which means you don't need to search for them next time you want to run them.