Out-of-the-box Service Automation Dashboard and reports for automated work orders
Organizations need to analyze and track many automation initiatives for continuous service automation progress. A process owner, for example, a Service Request Manager, can use the Service Automation Dashboard for analyzing and tracking the progress of work order automation initiative. Using these reports, the process owner can monitor the following key service automation parameters:
- Total number of work orders that are automated for a period of time
- Percentage of automated work orders
- Success rate of automation
- Top categories of manual work orders that can be automated
To access the Service Automation Dashboard, you must have the following:
- Remedy Smart Reporting version 20.02 or higher
- Remedy IT Service Management Suite version 20.02 or higher
- BMC Service Request Management version 20.02 or higher, along with the latest content of BMC Service Request Management version 20.02 or higher
Dashboard filter
The reports in the Service Automation dashboard shows data for last six months by using a global dashboard filter. You can use the following filters for refining the reports and charts data on the service automation dashboard:
Filter | Description |
|---|---|
Submit Date (default) | Defines the time period for which you want to view the data. By default, the reports show data for last six months. |
Service Automation Dashboard reports
Process owners can use the service automation reports to improvise the existing automation initiatives and identify potential work orders for automation. The reports on the Service Automation dashboard are configured based on the automation status of the work orders. For tracking the automation status of work orders, an Automation Status field is added in the BMC Service Request Management forms. For more information, see Creating work order templates.
The Service Automation Dashboard includes the following reports:
Report | Description |
|---|---|
Work Order Automation Runs |
For the duration you select, this report displays the following:
|
Automated Work Orders Monthly – Drill |
This is the drill-down report that supplements the Work Order Automation Runs report. For the month selected in the parent Work Order Automation Runs report, this report displays the total number of automated work orders, total number of failed work orders, and error rate percentage for each work order template. For the failed automations, process owners can go to the respective work order templates for further analysis. For more information, see Setting up automated work order tracking. |
Work Order Automation Rate |
This report displays a chart indicating the percentage of work orders automated out of the total work orders. The percentage of automated work orders is computed as: % Work Orders Automated = (Total number of automated work orders / Total number of work orders) * 100 |
Work Order Automation Error Rate |
This report displays a chart indicating the percentage of failed automation of the work orders out of the total automated work orders. % Failed Work Orders = (Total number of failed work orders / Total number of automated work orders) * 100 |
Top 10 Non-Automated Work Orders |
This report displays a bar chart indicating the top 10 work orders that are not automated and can be potential candidates for automation. Only Work orders with Automation Status as Manual are considered for this report calculation and the results are displayed for top 10 work order templates. |
Work Order Details - Drill |
This is the drill-down report that supplements the Top 10 Non-Automated Work Orders report. For the month selected in the parent Top 10 Non-Automated Work Orders report, this report displays the top 10 work orders that are not automated. |
Using service automation reports to analyse failed work orders
If the automation of a work order fails for any reason, the process owners can analyse the failed automations by using the reports in the Service Automation Dashboard. The Automated Work Orders Monthly – Drill report shows the template-wise work orders that are automated successfully or failed. For the failed automations, the process owners can go to the respective work order templates for further analysis. For more information, see Setting up automated work order tracking.