You are here:

Request Operations

The Request Operations dashboard enables you to view operational performance of Requests and helps you gauge the current standing of a group by understanding the open to close duration for Request Items, items open since the last 30 days, Catalog Task SLA duration, and so on. You can also view information about the necessary actions you could take to expedite risks and analyze the overall performance trends.

You can view information for a particular assignment group or for a group associated with a particular group manager.

Legends

A downward arrow, if in green (), symbolizes a positive impact in the fall of the metric.
A downward arrow, if in red (), symbolizes a negative impact in the fall of the metric.
An upward arrow, if in green (), symbolizes a positive impact in the growth of the metric.
An upward arrow, if in red (), symbolizes a negative impact in the growth of the metric.
An arrow, if in orange (), symbolizes no impact in the growth or fall of the metric.

Key Performance Indicators (KPIs)

The KPIs section focuses on helping you understand the results delivered by your business. The KPIs provide performance-related information as of that date and the scores are compared to the previous date.

Avg. RITM Open to Close Duration (Days) — Specifies the average open to close duration for Request Items.
% Opened RITM Since Last 30 Days — Specifies the percentage of Request Items that are opened since the last 30 days.
Request Task SLA% — Specifies the SLA percentage for Request Task for the last 30 days.
Avg. Time to Fulfill for Request Task (Days) — Specifies the average time (in days) taken to fulfill Request Tasks .
Avg. Age of Open Request Tasks (Days) — Specifies the average age (in days) of Request Tasks that have been open.
Backlog % of Service RITMs — Specifies the percentage of Service Request Items that are in backlog.

Take Action

The Take Action section provides you information about the activities as on date for which you might want to be prepared and take necessary action to expedite work risks.

Aging Service Request Item More than 10 Days
This table displays all Service Request Items that are open for more than 10 days. The values displayed are Request Item Number, Short Description, State, Priority, Configuration Item, Due Date, Age (Days), and Assignee.
Request Tasks With Due Date in Next 7 Days Sorted by Priority
This table displays all the Request Tasks that are due to be closed in the next 7 days. The table is sorted based on the priority and the values displayed are Request Task Number, Request Number, Short Description, State, Priority, Configuration Item, Due Date, and Assigned To.
Overdue Request Tasks by Priority
This table displays all Request Tasks that are overdue. The table is sorted based on the priority and the values displayed are Request Task Number, Request Number, Short Description, Priority, Configuration Item, Due Date, Assignee, and Overdue Days.
List of Unassigned Request Tasks with High Priority
This table displays the list of Request Tasks that are unassigned and have high priority. The values displayed are Request Task Number, Request Number, Short Description, State, Priority, Configuration Item, and Due Date.

Performance Trends

This section provides a graphical representation of performance trends over a time period.

Overdue Service Request Items % vs Reassigned Request Items

This graph enables you to compare the percentage of Request Items that are overdue with the number of reassigned Request Items.

The x-axis represents the time range (month and year)
The y-axis represents the number of Overdue Request Items and % of reassigned Request Items
Hover over a point in the graph to view the details in a tool tip

Similarly, you can view other graphical representations, such as trend of Service Request Items Throughput, closed Catalog Tasks vs percentage of SLA achieved, and closed Service Task vs average time to fulfill.

Related Analyses

This section displays a set of dashboards that you can access to view more information about specific operations. You can click the related dashboard to drill-down to individual process dashboards. The following list of related dashboards are available:

Request Item (RITM) Overview
Enables you to analyze Request Items based on Department, Item Type and Item.
Request Item Lifecycle
Enables you to analyze the life cycle of Request Items based on state and stage.
Mean Time to Fulfillment (MTTF) Analysis
Enables you to analyze the Mean Time To Fulfilment (MTTF) of a given CI and Assignment group based on status and stage. Provides insights about how much time is spent at each state and stage, by whom and where.
Best / Worst Performers
Enables you to identify the best and worst performers of your team based on Request Items handled.
Request Task Analysis
Enables you to analyze a particular Configuration Item (CI) and Assignment group based on Request Tasks handled.
Request Text Analytics
Enables you to analyze Service Requests based on their descriptive text or keywords.
Request Item Ad hoc Analysis
Enables you to create ad hoc reports that help you analyze Request Items on the basis of different attributes and metrics.
Request Task Ad hoc Analysis
Enables you to create ad hoc reports that help you analyze Request Tasks on the basis of different attributes and metrics.

Metrics Used

Metric Name	Description
% Change in Avg Age of Open Request Task Since Last 30 Days	Percentage of change in the average age of all Request Tasks that are open since the last 30 days
% Change in Avg Request Item Open to Close Duration Since Last to Last Month	Percentage of change in the average open to close duration of Request Items since the month before last
% Change in Avg Request Task Open to Close Duration Since Last 30 Days	Percentage of change in the average open to close duration of Request Tasks since the last 30 days
% Change in Opened Request Items Since Last to Last Month	Percentage of change in Request Items that are open since the month before last
% Change in Request Item Backlog Since Last to Last Month	Percentage of change in the Request Item backlog since the month before last
% Change in Request Task SLA Since Last Month	Percentage of change in Request Tasks that have achieved SLA since the last 30 days
Avg Age of Open Request Task - Last 30 Days	Average age of all Request Tasks opened in the last 30 days
Avg Request Item Open to Close Duration (Days) - Last 30 Days	Average of total number of days between the date on which a Request Item was opened to the date on which it was closed for last month
Avg Request Task Open to Close Duration (Days) - Last 30 Days	Average of total number of days between the date on which a Request Task was opened to the date on which it was closed for last month
Avg Request Task Overdue Duration (Days)	Average number of Request Tasks that are past the due date
Avg Time to Fulfill (Days)	Average number of days taken to fulfill a Request Item
Closed Request Items	Number of Request Items closed
Closed Request Tasks	Number of Request Tasks closed
Closed Request Tasks - Met SLA % - Last 30 Days	Percentage of Request Tasks closed within the stipulated Service Level Agreement duration in the last 30 days
Closed Request Tasks - Met SLA %	Percentage of all Request Tasks closed within the stipulated Service Level Agreement duration
Opened Request Items	Number of Request Items opened
Opened Request Items - Last 30 Days	Number of Request Items opened in the last 30 days
Overdue Request Items	Number of Request Items that are past the due date
Reassigned Request Items %	Percentage of Request Items that were reassigned
Request Item Backlog	Number of Request Items in the backlog
Request Item Backlog % - Last 30 Days	Percentage of Request Items in the backlog for the past 30 days
Request Task Backlog	Number of Request Tasks in the backlog

Related concepts

IT Operational Dashboard