This documentation supports the 2.0 version of Remedy with Smart IT.

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

Viewing service delivery statistics in Smart IT

In the universal client, the Dashboard displays statistics for the services delivered to a particular company, such as the percentage of tickets with on-time completion in the past month, the size of the critical ticket backlog over time, and the current number of open tickets by status and priority. Use this information to evaluate overall service desk performance or the performance of specific support groups, or to gauge customer satisfaction based on that performance.

Notes

  • Service delivery statistics are not available in mobile clients.
  • The charts you can see depend upon your access permissions. For more information, see Smart IT roles and permissions.

To view statistics

  1. Select the Company for which you want to view statistics.
  2. Specify one or more support groups to include in the statistics by changing the Perspective. For example, choose My Groups, All Groups, or the name of a specific group.
    The data that you can see by selecting All Groups depends upon the access permissions defined for you in BMC Remedy ITSM. For more information, see Permission groups and application access .
  3. If applicable, select a subset of the data in the charts; for example, only open tickets with critical and high priority. 

The following information is provided:

KPIs

Different KPIs are displayed, depending on the ticket type.

KPIs (%)Description (based on data for the past month, for the selected support groups)

First-Call Resolutions

Percentage of resolved incident tickets that were resolved without being transferred to another group. For more information, see KA # DOC-79739.

On-Time Completions

Percentage of closed/resolved tickets for Incidents and completed/closed for work orders and service requests that have not done SLA Breach

Scheduled Work Orders

Percentage of open work orders that are scheduled

Resolutions Accepted

Percentage of resolved incident tickets that were not kicked back
Completions AcceptedPercentage of resolved service requests that were not reopened

Note

Each KPI statistic is colored green when it is 80% or above, orange when it is 60% or above (but less than 80%), and red when it is below 60%.

KPI calculations

 Click to expand...

KPICalculation
First-Call Resolutions

100 x (incidents resolved without being transferred)/(incidents resolved) 

incidents resolved without being transferred =

select count(*) from the HPD:HelpDesk form
where
('Contact Company'= $ Company$)
AND ('Last Resolved Date' >=") + $startDate$) + ")
AND ('Last Resolved Date' <") + $endDate$) + ")
AND ('Group Transfers' = 0)

incidents resolved =

select count(*) from the HPD:HelpDesk form
where
('Contact Company'= $ Company$)
AND ('Last Resolved Date' >=") + $startDate$) + ")
AND ('Last Resolved Date' <") + $endDate$) + ")

On-Time Completions

Incidents

100 x (closed incidents without SLA breach)/(closed incidents)

closed incidents without SLA breach =

select count(*) from the HPD:HelpDesk form
where
('Status' = "Closed" or 'Status' = "Resolved")
AND ('Last Resolved Date' >=") + $startDate$) + ")
AND ('Last Resolved Date' <=") + $endDate$) + ")
AND ('Contact Company'= $ Company$)
AND ('SLM Status' != 3)
AND ('SLM Status' != 4)

closed incidents =

select count(*) from the HPD:HelpDesk form
where
('Status' = "Closed" or 'Status' = "Resolved" )
AND ('Last Resolved Date' >=") + $startDate$) + ")
AND ('Last Resolved Date' <=") + $endDate$) + ")
AND ('Contact Company'= $ Company$)

Work orders

100 x (closed work orders without SLA breach)/(closed work orders)

closed work orders without SLA breach =

select count(*) from the WOI:WorkOrder form
where
('Status' = "Closed" or 'Status' = "Completed" )
AND ('Completed Date' >=") + $startDate$) + ")
AND (' Completed Date ' <=") + $endDate$) + ")
AND ('Customer Company'= $ Company$)
AND ('SLM Status' != 3)
AND ('SLM Status' != 4)

closed work orders =

select count(*) from the WOI:WorkOrder form
where
('Status' = "Closed" or 'Status' = "Completed")
AND ('Completed Date' >=") + $startDate$) + ")
AND (' Completed Date ' <=") + $endDate$) + ")
AND ('Customer Company'= $ Company$)

Scheduled Work Orders

100 x (work orders open and scheduled)/(work orders open)

work orders open and scheduled =

select count(*) from the WOI:WorkOrder form
where
'Customer Company'= $ Company$)
AND ('Status' < "completed")
AND (‘Scheduled Start Date' != $NULL$ " OR ‘Scheduled End Date' != $NULL$ ")

work orders open =

select count(*) from the WOI:WorkOrder form
where
'Customer Company'= $ Company$)
AND ('Status' < "completed")

Resolutions Accepted

100 x (resolved incidents not kicked back)/(resolved incidents)

resolved incidents not kicked back =

select count(*) from the HPD:HelpDesk form
where
('Status' = "Closed")
AND ('Last Resolved Date' >=") + $startDate$) + ")
AND ('Last Resolved Date' <=") + $endDate$) + ")
AND ('Contact Company'= $ Company$)
AND ( 'Kickback_Count' = $NULL$ OR 'Kickback_Count' = 0)

resolved incidents =

select count(*) from the HPD:HelpDesk form
where
('Status' = "Closed")
AND ('Last Resolved Date' >=") + $startDate$) + ")
AND ('Last Resolved Date' <=") + $endDate$) + ")
AND ('Contact Company'= $ Company$)

Completions Accepted

100 x (closed service requests not re-opened)/(closed service requests)

closed service requests not re-opened =

select count(*) from the SRM:Request form
where
('Reopen Date' = $NULL$)
AND ('Status = "Closed" OR 'Status' = "Completed")
AND ('Assigned Support Company' = $COMPANY)
AND ('Assignee Group' = ($Selected Support Group OR $My Groups))
AND ('Closed Date' >= $START_DATE AND 'Closed Date' <= $END_DATE)

Note: If All Groups is selected, the Assignee Group condition is not used.

closed service requests =

select count(*) from the SRM:Request form
where
('Status = "Closed" OR 'Status' = "Completed")
AND ('Assigned Support Company' = $COMPANY)
AND ('Assignee Group' = ($Selected Support Group OR $My Groups))
AND ('Closed Date' >= $START_DATE AND 'Closed Date' <= $END_DATE)

Note: If All Groups is selected, the Assignee Group condition is not used.

Backlogs

These charts show incidents, work orders, and service requests that were open at the end of a given day. Filters are available to show data for the past 30 days or the past 180 days. For incidents, a filter is available to show or hide critical incidents. The mouse-over display shows the backlog for a particular date.

Open tickets

These charts show currently open incidents, work orders, and service requests by status and priority. Filters are available to show or hide tickets with a specific priority, such as Critical or High. The mouse-over display shows the exact number of tickets with a particular status and priority.

Change request backlog and statistics

The following delivery statistics are available for change requests:

  • Change Backlog — Pie chart that shows the relative number of critical and non-critical change requests.
  • Statistics — Bar chart that shows the number of New, Open, and Critical change requests, the total number of change requests in the system (All), and the number of change requests assigned to you (My Tickets).
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