Out-of-the-box BMC Service Desk Problem Management reports and dashboard
A user can use the following out-of-the-box Remedy Service Desk(Service Desk) Problem Management reports and dashboard to understand problem activity within the organization.
Service Desk Problem Management reports
Report name | Description |
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Problem Breakdown | Lists the number of problems assigned to each support company based on the business service and priority. In this report, click the number of problems to drill down further. |
Problem Detail Drill | Lists problems with details such as problem ID, summary, Business Service, CI, Assigned Group, Created by, impact, Priority, Urgency and Investigation Status. The filter list is as follows: Assigned Support Company, Business Service, Priority, Investigation Status, Generic Categorization Tier 1, and Impact. |
Problem Submitting Trend | Displays a trend chart that shows problem submission trend over period of time (Day, Week, Month, Quarter and Year wise respectively). Accompanying table shows number of problems submitted by Support company by date. |
Problem Summary | Displays a bar chart (with preconfigured drill down) that shows the current status of problems classified by services. The report shows a breakdown by Business Service and can be further drilled down to CI. |
Problems By Impact and Root Cause | Displays a pie chart of problems split by Impact (Extensive/Widespread, Significant/Large, Moderate/Limited, and Minor Localized). It displays a second pie chart that is split by Root Cause (Configuration Error, Credit Card, Data Change, Failure, and education required, and so on.). An accompanying table shows a problem count grouped by services. |
Service Desk Problem Management KPI reports
Report name | Description |
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Problem - Resolution Rate Vs Workaround Rate by Support Group | Displays a column chart report for Problem Management that shows the Problem Resolution Rate (KPI) and the Problem Workaround Rate (KPI) by Support Groups. The chart also includes the mean values for the Problem Resolution Rate (KPI) and Problem Workaround Rate (KPI). |
Problem KPI Trend | Displays the trend chart for various Problem Management KPIs. The chart includes the trend calculation based on moving average and forecast and includes the following KPIs:
|
Problem – Average Open Problem Age and Average Resolution Time | 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). |
Service Desk Problem Management dashboard
The Service Desk Problem Management dashboard is built with the following configuration:
Dashboard name | Content category | Content sub category | Dashboard filters | Dashboard description |
---|---|---|---|---|
Problem Dashboard | BMC Remedy Operational Reporting | Problem Management |
| This dashboard includes a list of reports for Problem Management module, for example:
|
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