RKM Reports
I'd like to provide some additional information on the reports provided with RKM...
The SharePoint application installed/configured during the RKM engagement provides seven reports that help the customer manage their IT Service operations. All of these reports take a start date and end date as parameters and the results are limited to operations tasks that fall within the timeframe defined. On the reports default landing page, four of the six reports are provided as Key Performance Indicator (KPI) dashboards that report on the previous week’s activity. There are also links on the navigation pane to these same reports, just for different periods of time (daily, weekly and monthly).
The following table provides a description of the RKM reports and how management can leverage the information provided to assist with continual IT Service improvement.
Completed Tasks
Returns all planned (scheduled) and unplanned (ad hoc) operations tasks that have been completed. The results are sorted by responsibility area and operator completing the task. You can drill down to the specific planned and unplanned tasks.
How leveraged:
- Adjust resources across roles
- Provide cost information to calculate service cost and ROI
Task On Time *
Returns the percentage of scheduled operations tasks that are completed within the scheduled amount of time. The results are sorted by responsibility area and operator role. You can drill down to the specific task.
How leveraged:
- Compare forecasted workload v. actual workload
- Adjust the estimated work time per task
- Determine the necessary operator training required
Cancelled Tasks *
Returns the count of cancelled tasks by responsibility Area and operator role. You can drill down to specific tasks that were cancelled.
How leveraged:
- Adjust operations task schedule
Task Evaluation *
Returns the percentage of operations tasks completed by responsibility area and operator role. You can drill down to the specific tasks completed/not completed.
How leveraged:
- Adjust operations task schedule
Workload Evaluation *
This report provides the scheduled minutes and extra minutes for performed operations task completed. It also provides the scheduled minutes scheduled operations tasks. The results are sorted by responsibility area and operator role. You can drill down to the specific tasks.
How leveraged:
- Adjust scheduled minutes for planned work
- Adjust resources for operator roles
- Improve operations task scheduling
Percent Extra Time
Returns totals of scheduled minutes and extra minutes, including the percentage of total task time those extra minutes were. The results are sorted by responsibility area and operator role. You can drill down to the tasks and specific instances of tasks.
How leveraged:
- Adjust task definition duration
- Identify operator training needs
Operations Log Report **
Returns detailed information on each completed or cancelled task. All planned (scheduled) and unplanned (ad hoc) operations tasks are included. The specific operator that completed the task is included. The report can be sorted or filtered on any column.
How leveraged:
- Audit trail for operations tasks
* These reports are included in the KPI dashboard and report on the previous week’s activity
**No links for Daily, Weekly or Monthly versions of this report. You can also filter the results by selecting the responsibility area(s) you want to return results for.
Here is an example of a Task Evaluation report:
The reporting data is contained in a SQL Server databse so customers can customize the reports for their own needs.
Hopefully this gives you an idea of the default reports provided with RKM.
Ken