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Function documentationService Level Management Reports Locate this document in the navigation structure

 

The Service Level Management Reports displays reports in two sections:

  • Request Count by Year/Month

    This report is a line graph that displays the total number of requests grouped by year or month.

  • Service Level Violation

    This report is a line graph that displays the service level violations by priority.

Activities

Request Count by Year/Month Report

  1. To generate a Request Count by Year/Month report, expand the Chart View and choose Service Level.

    The Management Reports screen appears.

  2. To generate a Request Count by Year/Month report, select from the parameters in the table below for the data that you want to review and analyze.

    Parameter

    Description

    Date From; Date To

    Use the calendar icon to select the start and end dates of the date range that you want to report on.

    System

    To report on a specific system, select it from the list.

    Request Type

    If you want to report on a specific request type, select it from the list.

    Functional Area

    To report on a specific functional area, select it from the list.

    Workflow Type

    If you want to report on a specific workflow type, select it from the list.

    Archived Requests

    To include archived requests in the report, check this box.

  3. After you have selected the parameters for your report, choose Go to update the graph with the values from your query.

Service Level Violation

To generate a Service Level Violation report:

  1. Fill in the fields on the lower half of the screen, following the same information contained in the above table.

  2. There is also one new field: Priority. Complete the field as follows:

    Priority

    To report on a specific request priority, select it from the dropdown list.

  3. After you have selected the parameters for your report, choose Go to generate the graph with the Service Level Violations displayed by priority.