Use case: Service level reporting
Use case: Service level reporting
This article describes the use case "Service level reporting".
Use case: Service level reporting
Use case description
Service level reporting allows organizations to measure and communicate the performance of their IT services. It is needed to ensure that service level agreements (SLAs) are being met and to identify areas for improvement and optimization.
In practice, service level reporting is facilitated through in-built, out-of-the-box, native reports. These reports provide comprehensive insights into key performance indicators (KPIs) such as response and resolution compliancy. They enable IT teams and stakeholders to track and monitor service performance, identify trends, and make informed decisions.
Service level compliancy is measured based on services since it is relevant for managers to understand the performance of, e.g., the support for a specific service. For example, the End user services might have different targets and performance compared to Technical services.
List of out-of-the-box reports
Time period: Current calendar year
| View name | Type | Description |
| Average of SLA resolution compliancy % of all Services for incidents | Relative stacked bar | Shows the resolution SLA compliancy percentage for incidents for each service. |
| Average of SLA resolution compliancy % of all Services for service requests and queries | Relative stacked bar | Shows the resolution SLA compliancy percentage for service requests and queries for each service. |
| Average of SLA response compliancy % of all Services for incidents | Relative stacked bar | Shows the response SLA compliancy percentage for incidents for each service. |
| Average of SLA response compliancy % of all Services for service requests and queries | Relative stacked bar | Shows the response SLA compliancy percentage for service requests and queries for each service. |
| End-to-end average resolution time for incidents | Bar chart | Shows the average time in minutes starting from when the customer has submitted the incident ticket to when the incident has been resolved. |
| End-to-end average resolution time for SRs | Bar chart | Shows the average time in minutes starting from when the customer has submitted the service request to when the service request has been resolved. |
| End-to-end average response time for incidents | Bar chart | Shows the average time in minutes starting from when the customer has submitted the incident ticket to when the support has reacted by changing the status of the incident. |
Time period: Rolling 30 days
| View name | Type | Description |
| Average of SLA resolution compliancy % of all Services for incidents | Relative stacked bar | Shows the resolution SLA compliancy percentage for incidents for each service. |
| Average of SLA resolution compliancy % of all Services for service requests and queries | Relative stacked bar | Shows the resolution SLA compliancy percentage for service requests and queries for each service. |
| Average of SLA response compliancy % of all Services for incidents | Relative stacked bar | Shows the response SLA compliancy percentage for incidents for each service. |
| Average of SLA response compliancy % of all Services for service requests and queries | Relative stacked bar | Shows the response SLA compliancy percentage for service requests and queries for each service. |
| End-to-end average resolution time for incidents | Bar chart | Shows the average time in minutes starting from when the customer has submitted the incident ticket to when the incident has been resolved. |
| End-to-end average resolution time for SRs | Bar chart | Shows the average time in minutes starting from when the customer has submitted the service request to when the service request has been resolved. |
| End-to-end average response time for incidents | Bar chart | Shows the average time in minutes starting from when the customer has submitted the incident ticket to when the support has reacted by changing the status of the incident. |
Example scenario
A service desk manager wants to ensure adherence to agreed service levels and evaluate the impact of recent optimization efforts. They access the reports in the service management tool, adjusting the timespan as needed. The manager reviews the reports to assess compliance for a specific period and compares them with historical data. Based on the findings, the service desk manager is pleased to see that the support team has adhered to the service levels across all services.
Results
Service level reporting, with the out-of-the-box native reports, allows managers to:
- evaluate the performance against predefined service level agreements;
- identify areas of improvement; and
- identify trends and patterns.
Benefits
- Enhanced service quality and efficiency
- Transparency and accountability in service delivery
- Informed decision-making for resource allocation and capacity planning
- Building trust and confidence in service management processes
- Improved customer satisfaction and loyalty
Continuous improvement through data analysis and feedback
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