MetricEdge, ITIL, BMC Remedy Dashboard, Incident Management, Report List

www.vyomlabs.com [email protected]

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

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

Business Intelligence for IT


Reports’ Snapshot

S No Out of Box Report Name Description

Incident Management

1 Inc idents by Service Type and

P riority

C ount of Incidents group by Priority and bifurcated by

Service Type

2 Inc idents by Support Company and

P riority

C ount of Incidents assigned to Support C ompany by

P riority

3 Inc idents by Status C ount of Incidents raised over a time period by Status

4 P ending Incidents by Status

Reason Bifurcation of P ending Incidents by P ending Reason

5 T rend Report by P riority Monthly/Weekly Trend of Incidents by P riority

6 Mean T ime To Respond A verage time required to respond the incidents once

ass igned versus week

7 Inc idents Trend by Reported

Source Monthly/Weekly Trend of Incidents by Reported Source

8 Inc idents by Cause C ode Shows Incidents Summary by C ause Code

9 Inc idents by Resolution Code Shows Incidents Summary by Resolution Code

10 P riority & Status wise Incidents Inc idents Raised group by Status and P riority

11 Top Issues by Operational

C ategory(Tier2)

Shows for which category (Tier2) most number of

reques ts raised over a given time period.


C ategory(Tier3)

Shows for which category (Tier3) most number of

reques ts raised over a given time period.

13 Top issues by Operational and

P roduct C ategory

Shows for which category most number of requests raised

over a given time period.

14 Top issues by Operational and

Resolution C ategory



15 T rend Report for Incident Volume Number of Incidents Created, Number of Incidents Closed

V ersus Month/Week

16 MTTR (Mean T ime to Resolve) for

Inc idents

T rend report of A verage time required to resolved

inc idents by week

17 Resolution T ime Analysis for

Inc idents by Priority

Inc ident Summary, Resolution Time in Days(Interval)

Grouped by Priority


Reports’ Snapshot


Incident Management

18 Resolution T ime Analysis for

Inc idents by Impact

Inc ident Summary, Resolution Time in Days(Interval)

Grouped by Impact

19 Engineer wise Incidents Resolution Summary of inc idents resolved engineer-wise for a

selected date range

20 Firs t Line Resolution Report Inc idents resolved by Help Desk (by First point of

C ontact)

21 Firs t Call Ratio Report Inc idents which are reported via Phone Resolved by Help

Desk within 15 minutes

22 C ategory wise Incident Resolution

summary of Incidents resolved as per category for a

selected location, category and date range

(O perational/Product/Resolution Category)

23 O pen Incidents by Support

C ompany & P riority

Display the Open Incident Tickets Priority wise w.r.t

Support Company for selected date range

24 O pen Incidents by Status O pen Incident by s tatus till now and by Support Group

25 A ge of O pen Incidents A ge of O pen Incidents of A ge Buckets

26 A ge of P ending Incidents A ge of P ending Incidents by Age Buckets

27 P riority wise Incidents C ount of Incidents by P riority

28 P ercentage of Incidents logged

us ing Automated Tools

Inc idents which are Logged by A utomated Tools i.e.

whose service type is 'Infrastructure Event'

29 Location wise Incidents C ount of Incidents by Location and Month

30 C ategory & P riority wise Incidents C ount of Incidents by C ategory and P riority

(O perational/Product/Resolution Category)

31 Inc ident E ffort Duration Inc ident Details with Business Hours required to Resolve

32 C all Status Report Inc ident Details over a given time period


Reports’ Snapshot


Incident Management

33 Top Requestor Departments Shows which Departments filed the most number of

reques ts over a given time period.

34 Top Requestor Site Shows which Sites filed the most number of requests over

a given time period.

35

Monthly Volume Report(Brought

Forward & C arry Forward Report

for Inc ident)

P roductive Analysis Trend by Month: Total no. of Incidents

C reated, Resolved, C ancelled in P articular Month with.

How many inc idents Brought Forwarded (Open till that

Month) and No. of C arry forwarded Incidents to the next

month

36 Group Monthly Volume Report Daily Workload/tickets comes for assignment to Support

Group

37 Inc ident Group Re-Assignment Log Lifecycle report of Incident which is Re-Assigned within

Groups with E ffort Duration Spent to resolved it.

Work Order Management

38 P riority wise Work Orders C ount of Work Orders by Priority

39 Work O rders by Support C ompany

and P riority

C ount of Work Orders assigned to Support Company by

P riority

40 Work O rders by Status C ount of Work Orders raised over a time period by Status

41 T rend Report by P riority Monthly/Weekly Trend of Work O rders by P riority

42 P riority & Status wise Work Orders Work O rders Raised group by Status and Priority


C ategory



44 T rend Report for Work O rder

V olume

Number of Work O rders C reated, Number of Work O rders

C losed Versus Month/Week

45 MTTR (Mean T ime to Resolve) for

Work O rders

T rend report of A verage time required to resolved Work

O rders by week

46 Resolution T ime Analysis for Work

O rders by Priority

Work O rder Summary, Resolution T ime in Days(Interval)

Grouped by Priority

47 Engineer wise Work Orders

Resolution

Summary of Work O rders resolved engineer-wise for a

selected date range


Reports’ Snapshot


Work Order Management

48 Firs t Line Resolution Report Work O rders resolved by Help Desk (by First point of

C ontact)

49 C ategory wise Work Order

Resolution

summary of Work Orders resolved as per category for a

selected location, category and date range

(O perational/Product Category)

50 O pen Work Orders by Support

C ompany & P riority

Display the Open Work O rder T ickets P riority wise w.r.t

Support Company for selected date range

51 O pen Work Orders by Status O pen Incident by s tatus till now and by Support Group

52 A ge of O pen Work Orders A ge of O pen Work Orders of A ge Buckets

53 A ge of P ending Work Orders A ge of P ending Work Orders by A ge Buckets

54 Location wise Work Orders C ount of Work Orders by Location and Month

55 C ategory & P riority wise Work

O rders

C ount of Work Orders by Category and Priority

(O perational/Product Category)

56 C all Status Report Work O rder Details over a given time period

57 Top Requestor Departments Shows which Departments filed the most number of

reques ts over a given time period.

58 Top Requestor Site Shows which Sites filed the most number of requests over

a given time period.

59

Monthly Volume Report(Brought

Forward & C arry Forward Report

for Work O rder)

P roductive Analysis Trend by Month: Total no. of Work

O rders Created, Resolved, Rejected, and Cancelled in

P articular Month with. How many Work Orders Brought

Forwarded (Open till that Month) and No. of C arry

forwarded Work O rders to the next month

60 Group Monthly Volume Report Daily Workload/tickets comes to assigns to Support Group


Reports’ Snapshot


Service Level Management

SLA Reports for Work Order

61 O verall Service Target Met % % of Met SLA (Response/Resolution) group by Support

C ompany

62 % Met Service Target by Location % of Met SLA (Response/Resolution) group by Location

63 % Met Service Target by

O perational Category

% of Met SLA (Response/Resolution) group by


64 % Met Service Target by P roduct

C ategory

% of Met SLA (Response/Resolution) group by Product

C ategory

65 % Met Service Target by Support

Group

% of Met SLA (Response/Resolution) group by Support

Group

66 Monthly/Weekly Response Service

Target Report Monthly/Weekly Response SLA Report

67 Monthly/Weekly Resolution Service

Target Report Monthly/Weekly Resolution SLA Report

68 P riority wise Response SLA Report Response SLA Report by P riority

69 P riority wise Resolution SLA Report Resolution SLA Report by P riority

70 Engineer wise SLM Resolution

Report for work order

Summary of SLM Resolved for inc idents resolved

engineer-wise by priority for a selected date range

71 A greement and Type(Goal Type)

wise SLM Report for work order

This report shows No of SLM calls for work order grouped

by A greement type and Resolution Type

72 Support Company/ Support group,

wise SLM Report for Work O rder

C ount of total SLM calls for work order by support

company /Group

73 SLM Report for Work order by

C us tomer

Shows the total number of SLM Calls for work order

c reated by Customer for a given time period

74 Location SLM Calls for work order Summary of count of SLM Calls for work order based on

location and displayed in weekly / monthly segregation.

75

Number of SLM Calls for work

order by O perational

C ategorization/Product

C ategorization and Support Group

Shows the total number of SLM calls for work order

c reated for a given time period by operational/product

C ategorization


Reports’ Snapshot


Service Level Management

SLA Reports for Work Order

76 Support Company/Group wise SLM

Report for work order

Displays the total calls, call met, calls breached, SLM%,

average call duration based on selected location. C alls

filtered based on Support C ompany/Group and category

for the selected date range.

77 SLA Breached Calls by SLA Breach

Reason Bifurcation of Breach SLA's by Breach Reason

78 Individual Report-Work Order C ount of Met/Breached SLA by Group and Incident Status

(O pen/Close)

79 Work Report-Work Order C ount of Met/Breached SLA by Category and Incident

Status (Open/Close)

80 SLA Met P ercentage-Work Order Summarized Report of SLA Met % by Support Company

and C ategory

81 SLA vs Actual Time A verage time taken for SLA Resolution (Met/Breached/All)

versus SLA Agreed Actual T ime

SLA Reports for Incident

82 O verall Service Target Met % % of Met SLA (Response/Resolution) group by Support

C ompany

83 % Met Service Target by Location % of Met SLA (Response/Resolution) group by Location

84 % Met Service Target by


% of Met SLA (Response/Resolution) group by


85 % Met Service Target by P roduct

C ategory

% of Met SLA (Response/Resolution) group by Product

C ategory

86 % Met Service Target by Support

Group

% of Met SLA (Response/Resolution) group by Support

Group

87 Monthly/Weekly Response Service

Target Report Monthly/Weekly Response SLA Report

88 Monthly/Weekly Resolution Service

Target Report Monthly/Weekly Resolution SLA Report

89 P riority wise Response SLA Report Response SLA Report by P riority

90 P riority wise Resolution SLA Report Resolution SLA Report by P riority

91 Engineer wise SLM Resolution

Report for Incident.

Summary of SLM Resolved for inc idents resolved

engineer-wise by priority for a selected date range


Reports’ Snapshot


SLA Reports for Incident

92

A greement and Type

(Response/Resolution) wise SLM


This report shows No of SLM calls for Incidents grouped

by A greement type and Response/Resolution Type

93 Support Company/ Support group

wise SLM Report for Incident.

C ount of total SLM calls for Incidents by support

company/Group

94 Location wise SLM Calls for

Inc idents

Summary of count of SLM Calls for Incidents based on

location, P riority and displayed in weekly / monthly

segregation.

95

Number of SLM Calls for

Inc idents by Operational

C ategorization/Product

C ategorization /Resolution

C ategory

Shows the total number of SLM calls for incidents created

for a given time period by operational/product/Resolution

C ategorization

96 Support Company/Group wise SLM


Displays the total calls, call met, calls breached, SLM%,

average call duration based on selected location. C alls

filtered based on Support C ompany/Group and category

for the selected date range.

97 SLA Breached Calls by SLA Breach

Reason Bifurcation of Breach SLA's by Breach Reason

98 Individual Report-Incident C ount of Met/Breached SLA by Group and Incident Status

(O pen/Close)

99 Work Report-Incident C ount of Met/Breached SLA by Category and Incident

Status (Open/Close)

100 Inc ident Detail Report- SLA Detail Reports of Incidents along with its associated SLA

Details

101 SLA Met P ercentage-Incidents Summarized Report of SLA Met % by Support Company

and C ategory

102 SLA vs Actual Time A verage time taken for SLA Resolution (Met/Breached/All)

versus SLA Agreed Actual T ime


Reports’ Snapshot


Problem Management

103 P riority wise Problems. Displays the list of problems bifurcated based on P riority

104 Number of P roblems by Status and

by Impact Number of P roblems Versus Impact Versus Status

105 Number of O pened Problems by

Investigation Drivers Number of P roblems Versus Investigation Driver

106 P ending Problems. Displays the list of problems for a particular duration

specified from the input controls

107 Location wise Problems. C ount of problem tickets registered for a particular

location during a date range.

108 P riority wise Problems. count of P roblems based on location, priority

109 Engineer wise Problem Resolution

Report.

Summary of P roblems resolved engineer-wise for a

selected date range

110 C ategory wise Problem Resolution

Report.

summary of P roblems resolved as for a selected location,

category and date range

111 Mean T ime to Resolution for a

P roblem

P roblem ID, Impact, Resolution Time in Days, P riority,

P roblem Summary, P roblem Reported on Date T ime

112 A ging of O pen P roblems A ging of O pen P roblems with Status versus Impact

113 A verage T ime Lag Between

P roblem Resolution and C losure Impact, Average T ime Lag in Days

114 Number of P roblems Associated

with a C hange

C hange Request Type, Change Request Summary,

P roblem ID, P roblem Summary, P roblem Investigation

Status, Impact, P riority, P roblem Reported on Date Time

115 Number of P roblems Associated

with H igh-priority Incidents

Inc ident Priority, Incident ID, Problem ID, P roblem

Summary, P roblem Investigation Status, Impact, P roblem

P riority, P roblem Reported Date


Reports’ Snapshot


Change Management

116 Location wise Request for C hange. Displays the count of C hange requests raised for a

particular location and selected date range.

117 P ending Request for C hange. Displays the details of change requests which are yet to

be c losed.

118 O pen Changes by Status Status, Number of C hanges

119 C losed Changes Summary

C hange ID, U rgency, Impact, Status, C losure Code,

C hange Reason, P roduct Category, RFC Date, C ompleted

Date, O rganization

120 C hanges that Spawned Incidents

C hange ID, C hange Summary, Change Management.

Status, Status Reason, Incident ID, Incident Status,

Inc ident Summary

121 Forward Schedule of Tasks Number of Task By Task Type

122 C hanges Rejected by the CAB

C hange ID, C hange Summary, Status, Status Reason,

C hange T iming, Operational Categorization T ier 1,

Department, RFC Date

123 C hange Lead Time Report C hange T iming, Lead Time in Days

124 Number of C hanges Implemented

in the P eriod

C hange ID, T iming, Impact, Status, Status Reason,

C hange Reason, Submit Date, C ompleted Date

125 Number of Successful Changes C hange ID, T iming, Impact, Status, Status Reason,


126 Number of C hanges Backed-out C hange ID, T iming, Impact, Status, Status Reason,


127 T rend in Number of C hange

Requests Number of C hange Request Versus Month

128 Reasons for C hange C hange T iming, P roduct Categorization T ier 1 , P roduct

C ategorization T ier 2 , Product C ategorization Tier 3


Reports’ Snapshot


Asset Management

129 A sset People Type

This report should give information of A ssets based on

Used By and Owned By of the P eople Type, and

information of asset belong to which Region, Serial No

and Model Type details.

130 A sset Warranty This report should give information about the Warranty

associated with any Asset.

131 P roject wise Asset Details This report should give Asset information according to

individual project.

132 Software C ompliance Report This report should provide data about Software within

C ompliance and Out of C ompliance.

133 Bus iness Service Report Bus iness Service Related Incidents, P roblem, C hange

Request, Service Request, Assets

134 Bus iness Service T rend Bus iness Service trend Related Incidents, P roblem,

C hange Request, Service Request, Assets


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 it’s 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

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warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document

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Documents

MetricEdge, ITIL, BMC Remedy Dashboard, Incident Management, Report List