Why are Reports Needed?
According to ITIL: The objective of service reporting is to analyze and deliver service measurement information to stakeholders, governors, and decision makers in a form that enables action.
As discussed above enabling action is the most important reason for Reporting. Therefore we should determine which actions your business could take after reporting against the Kinetic Request and Task applications.
Out of the Box Reports
The Kinetic Request application comes with a number of reports created to view Request and Task data in various forms. These Reports were built with Crystal Reports using the Remedy Open Database Connectivity (ODBC) driver. Below you will find the Report Name, a Sample of the report, and the Action Enabled by using the Out of the Box Reports:
|Report Name/Sample||Action Enabled|
|Open Requests||Ensure that the Open Requests are fulfilled in a timely fashion.|
|RawRequestData||Review all submitted Service Item data|
|Requests and Approvals Closed by Month Graphs||Determine a baseline and establish a Trend Analysis for Closed Requests and Approvals.|
|Requests and Approvals Closed by Week Graphs||Determine a baseline and establish a Trend Analysis for Closed Requests and Approvals.|
|Requests and Approvals Closed by Year Graphs||Determine a baseline and establish a Trend Analysis for Closed Requests and Approvals.|
|Requests and Approvals Created by Month Graphs||Determine a baseline and establish a Trend Analysis for Created Requests and Approvals.|
|Requests and Approvals Created by Week Graphs||Determine a baseline and establish a Trend Analysis for Created Requests and Approvals.|
|Requests and Approvals Created by Year Graphs||Determine a baseline and establish a Trend Analysis for Created Requests and Approvals.|
|Requests Created - Company-Business Unit||Ensure that all Companies/Business Units are currently using your Service Catalog. If you determine that your Service Catalog is only being used by certain Companies/Business Units then perhaps it is time to expand your Service Offerings to meet the needs of the others.|
|Requests Created - Person||Ensure that your users are currently using your Service Catalog. If you determine that your Service Catalog is only being used by certain users then perhaps it is time to expand your Service Offerings to meet the needs of the others.|
|Requests Created - Template||Enable a review of Service Items and the associated Tasks included in the Service Task Process.|
|Service Catalog - Details||Review your Service Catalog to gather the following information Service Item Create Date, a count of Requests Submitted, the Last Submission Date, and Attribute Information.|
|Service Catalog - Summary||Review your Service Catalog to ensure that the Service Items entered under the correct Categories.|
|Service Items by Volume||Review your Service Item's usage. If you determine a Service Item is not being used then you may need to inform your user community of your Service Offerings.|
|Simple Completed - Requests||Perform a review of the Questions/Answers per Service Item. You may determine that end users are not populating the Email Address Question. If this is the case you may want to ensure that this Question is being set to Required.|
For more detailed information about the Out of the Box Reports please see the following: Reporting
Build your own Custom Reports
If you decide that the Out of the Box Reports will not meet your business requirements you do have the ability to build you own Custom Reports using your Reporting tool set.
To build your own Custom Reports you will need to have a Report Building Process. The Report Building Process will consist of the following three steps:
Providing the Report Developer with a Report Description and the Action you want to Enable will allow your Developer to begin the Report Building Process. The following table contains some samples:
|Report Description||Action Enabled|
|Graph displaying a Count of Requests and Approvals by Month, Week, or Year.||Calculate the Resources required to provide the requested Services.|
|List of Task Process Duration.||Ensure the Approval Process is completed in a timely fashion.|
|Aging - A list of Requests that are currently in an "Open" Status and how long the Requests have been Open.||Apply more resources to the "Old" Requests.|
|Past Due Date - A list of Request that are currently "Open" and that have missed the requested Due Date.|| |
Shift more resources to the assigned Groups/Teams.
|Approval Process reporting - Times Requested, Number of Approvals, Approvals per Request, Approved Count, Denied Count, Approval Rate, Approval Process Time - Total, and Approval Process Time - Average.||Determine if the Approval Process is adding any value. If all Requests are Approved then perhaps a specific Service Item should not require Approval. If all Requests are Denied then ensure that the specific Service Item is collecting the correct information via Questions. Review the amount of time spent performing the Approval Process.|
Each of the Report Descriptions listed above were discussed during a KEG presentation. If you would like more information about this presentation please use the following link:
Know Your Data (ERD)
The data for the Kinetic Request and Task applications are stored in a Database. The Report Developer will need to have an understanding of where your data stored and how to access your information. To assist with this process we have created some Kinetic Community articles discussing the Entity Relationship Diagram (ERD):
Building the Reports
As the Report Developer now has the Report Requirements and an understanding of the Data (ERD) you can now build the Custom Reports.
Please note that while this article discusses both Crystal Reports and Business Objects you can use any Reporting Tool that can access a Database and Kinetic Data supports neither Crystal Reports or Business Objects directly.