Out-of-the-box BMC Service Desk Incident Management reports and dashboards
A user can use the following out-of-the-box Remedy Service Desk (Service Desk) Incident Management reports and dashboards to understand incident activity within the organization.
Service Desk Incident Management reports
| Report name | Description |
|---|---|
| Incident Analysis by Support Hierarchy | Lists the current status of incidents (Open and Closed). This report is a bar chart with the following preconfigured drill-down configuration:
|
| Incident By Service Type | Displays a pie chart of incidents split by Incident Type (User Service Request, User Service Restoration, Infrastructure Event and so on). |
| Incident Crosstab | Lists Incident Status (count) by Company, Submitter and Priority. You can drill down Incident Status for a detailed list of Incidents. |
| Incident Details | Supplements the drill-down from the Incident dashboard and includes details such as Incident ID, Incident Description, Submitter, Owner Group, Company, Organization, Department, Impact, Priority, Assigned Group, Urgency, and Status. |
| Incident Submission Trend | Displays a trend chart of incidents submitted over time. |
| Incidents by Operational Categorization | Lists the number of Incidents by Operational Categorization. |
| Incidents by Service | Displays a bar chart of the current status of incidents (Open and Closed) classified by Service. |
| Incidents Transfer Analysis | Lists the Incidents Transfer Analysis for changes to Assigned Group that exceed 5 times. |
| Open Incidents tied to Problems | Lists the number of open Incidents which are Related to Problems. |
| Top 10 CIs having most incidents | Lists the CIs with highest count of incidents associated with them. |
| Top 5 Services having most incidents | Lists the services with highest count of incidents associated with them. |
Service Desk Incident Management KPI reports
The following out-of-the-box Service Desk Incident Management KPI reports are available.
| Report name | Description |
|---|---|
| Incident KPI Meter | Lists the percentage values for Overdue Incidents, SLA Met Incidents, Major Incidents, and Re-open Incidents against the total number of incidents. |
| Incident Submission and Closure by Support Group | Displays the Bar and Line combination chart for the Number of Incidents Submitted versus the Number of Incidents Closed grouped by support group. |
| Incident Trend | Displays a trend chart for various Incident Management KPI's. The chart includes the following KPIs:
|
| Incidents – Open Incidents within SVT and Breached SVT | Displays a column chart for Incident Management that shows the count of open incidents within SVT and with SVT breached by support group. This report includes the following KPIs:
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| Open Incidents by Support Group (>10/30 Days) | Lists 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:
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Service Desk Incident Management dashboards
The Service Desk Incident Management dashboards are built with the following configuration:
| Dashboard name | Content category | Content sub category | Dashboard filters | Dashboard description |
|---|---|---|---|---|
| Incident Dashboard | BMC Remedy Operational Reporting | Incident Management |
| This dashboard includes a list of reports for the Incident Management process, for example:
|
| Incidents KPI | BMC Remedy Key Performance Indicators | Incidents KPI |
| This dashboard includes some of the key performance indicators for Incident Management, for example:
|
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