Out-of-the-box BMC Service Request Management reports
A user can use the following out-of-the-box BMC Service Request Management(Service Request Management) reports and dashboard to understand service request activity within the organization.
Service Request Management reports
| Report name | Description |
|---|---|
| Request Detail Drill | Lists service request details such as request number, submit date, required date, location company, assigned support company, assignee, summary, impact, urgency, priority and status. This report is also used as a supplemental report when drilled down from a service request dashboard for request details. |
| Request Submission Trend | Displays a trend chart of the service request submission trend over a period of time (day, week, month, quarter, or year). An accompanying table shows a count of service requests submitted by the support company by date. |
| Service Requests By Support Company | Displays a bar chart with a preconfigured drill down that shows the current status of service requests, classified by assigned support company:
|
| Services by Category | Displays a pie chart of the number of service requests, split by category. An accompanying table shows a count of service requests grouped by Category and Support Company. |
| Top 10 Requested Services | Lists the top 10 requested services. |
| User Satisfaction | Lists detailed results of surveys for each request number. The report lists the service request number, survey name, questions, responses, and comments for each survey submitted. |
Service Request Management KPI reports
| Report name | Description |
|---|---|
| Service Request KPI Trend | Displays a trend chart for various Service Request KPIs. The chart includes the trend calculation based on the moving average and forecast, and it includes the following KPIs:
|
| Service Request SLA – Fulfilled v/s Breached | Displays the data for the number of service requests fulfilled within SLA versus the service requests that have breached the SLA. The chart displays the percentage calculation for service requests fulfilled within the SLA of the total service requests. |
Service Request Management dashboard
The Service Request Managementdashboard is built with the following configuration:
| Dashboard name | Content category | Content sub category | Dashboard filters | Dashboard description |
|---|---|---|---|---|
| Service Request Dashboard | BMC Remedy Operational Reporting | Service Request Management |
| This dashboard includes a list of reports for Service Request Management. For example:
|
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