This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Out-of-the-box KPI reports available with BMC Remedy Smart Reporting

The following out-of-the-box KPI reports are available with BMC Remedy Smart Reporting.

BMC Incident Management KPI reports

The following table lists the out-of-the-box BMC Incident Management KPI reports.

Report nameDescriptionAvailable from version
Incident KPI MeterThis report displays percentage values for Overdue Incidents, SLA Met Incidents, Major Incidents, and Re-open Incidents against the total number of incidents.9.0.00
Incident Submission and Closure by Support GroupThis report displays the Bar and Line combination chart for the Number of Incidents Submitted v/s the Number of Incidents Closed grouped by support group.9.0.00
Incident Trend

This report shows trend chart for various Incident Management KPI's. The trend chart includes the following KPIs:

  • Incident Submitted
  • Major Incidents
  • Re-opened Incidents
  • Resolved Incidents
  • Closed Incidents
9.0.00
Incidents – Open Incidents within SVT and Breached SVT

The column chart for Incident Management displays the count of open incidents within SVT and with SVT breached by support group. This report includes the following KPIs:

  • Open Incidents – SVT Breached
  • Open Incidents – Within SVT
  • Resolved Incidents – SVT Breached
9.1.04
Open Incidents by Support Group (>10/30 Days)

The report displays the count of open incidents that are older than 10 days and older than 30 days by support groups. This report includes the following KPIs:

  • Open Incidents (Older than 10 days)
  • Open Incidents (Older than 30 days)
9.1.04

BMC Change Management KPI reports

The following table lists the out-of-the-box BMC Change Management KPI reports.

Report nameDescriptionAvailable from version
Change KPI MeterThis reports displays the percentage values for Emergency Changes, Unsuccessful Changes, Roll Backed Changes, and Successful Changes against the total number of changes.9.0.00
Change Request Trend

This report displays the trend chart for various Change Management KPIs. This trend chart includes the following KPIs:

  • Total Changes
  • Open Changes
  • Resolved Changes
  • Emergency Changes KPIs
9.0.00
Change Submission & ClosureThis report displays a Bar and Line combination chart for the Number of Changes Submitted v/s the Number of Changes Closed and are grouped by support groups.9.0.00

BMC Problem Management KPI reports

The following table lists the out-of-the-box BMC Problem Management KPI reports.

Report nameDescriptionAvailable from version
Problem - Resolution Rate Vs Workaround Rate by Support GroupThe column chart report for Problem Management displays the Problem Resolution Rate (KPI) along with the Problem Workaround Rate (KPI) by Support Groups. This chart also includes the mean values for the Problem Resolution Rate (KPI) and Problem Workaround Rate (KPI).9.1.04
Problem KPI Trend

This report displays the trend chart for various Problem Management KPIs. This Problem Management trend chart includes the trend calculation based on moving average and forecast and includes the following KPIs:

  • Count of Problem Submitted
  • Major Problems
  • Resolved Problems
  • Problems with Workaround
9.1.04
Problem – Average Open Problem Age and Average Resolution TimeThis report displays the Average of Problem Resolution Time (KPI) and the Average Age of Open Problem (KPI). This chart also displays the values for the Problem Workaround Rate (KPI) and the Problem Resolution Rate (KPI).9.1.04

BMC Service Request Management KPI reports

The following table lists the out-of-the-box BMC Service Request Management KPI reports.

Report nameDescriptionAvailable from version
Service Request KPI Trend

This report displays the trend chart for various Service Request KPIs. This Service Request trend chart includes the trend calculation based on moving average and forecast and includes the following KPIs:

  • Count of Service Requests with SLA Attached
  • Service Requests within SLA
  • Service Requests Breached SLA
9.1.04
Service Request SLA – Fulfilled v/s BreachedThis report displays the data for the number of service requests fulfilled within SLA v/s the service requests that have breached the SLA. This chart displays the percentage calculation for service requests fulfilled within SLA of the total service requests.9.1.04

Work Order Management KPI reports

The following table lists the out-of-the-box Work Order Management KPI reports.

Report nameDescriptionAvailable from version
Work Order KPI Trend

This report displays the trend chart for various Work Order KPIs. This Work Order trend chart includes trend calculation based on moving average and forecast and includes the following KPIs:

  • Count of Work Order Submitted
  • Open Work Order
  • Work Orders Completed
9.1.04
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