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
www.vyomlabs.com [email protected]
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.
12 Top Issues by Operational
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
Shows for which category most number of requests raised
over a given time period.
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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
43 Top Issues by Operational
C ategory
Shows for which category most number of requests raised
over a given time period.
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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
O perational Category
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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
O perational Category
% of Met SLA (Response/Resolution) group by
O perational Category
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
SLA Reports for Incident
92
A greement and Type
(Response/Resolution) wise SLM
Report for Incident.
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
Report for Incident.
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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,
C hange Reason, Submit Date, C ompleted Date
126 Number of C hanges Backed-out C hange ID, T iming, Impact, Status, Status Reason,
C hange Reason, Submit Date, C ompleted Date
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
www.vyomlabs.com [email protected]
Reports’ Snapshot
S No Out of Box Report Name Description
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
www.vyomlabs.com [email protected]
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
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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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