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Service Delivery Process Compliance Results dashboard

The Service Delivery Process Compliance Results dashboard enables you to understand the results of analyses that were derived from the service delivery process compliance measures. You can view if the compliance parameters result in any improvement and can review the improvement trends across a time period, thereby helping you understand if the organization has benefited from these improvements.

The Service Delivery Process Compliance Results dashboard can help you analyze some sample use cases:

• Review KPIs to understand if certain service delivery process compliance factors are showing improvements
• Review the trend of improvements with respect to Incident, Change Request, Problem, and Request Item factors
• Review compliance improvement numbers under a specific Executive Leader

The dashboard consists of the following sections:

• KPIs
  • Pending Incidents Improvement: Displays the percentage in improvement with the total number of pending Incidents
  • Incident Backlog Age Improvement: Displays the percentage of improvement with the average age of backlog Incidents
  • Lead Time Improvement: Displays the percentage of improvement with lead time of Change Requests
  • Overdue Changes Improvement: Displays the percentage of improvement with the number of Change Requests that are past their due date
  • Request Backlog Age Improvement: Displays the percentage of improvement with the average age of backlog Request Items
  • Request Pending Improvement: Displays the percentage in improvement with the total number of pending Request Items
  • Overdue Problem Task Improvement: Displays the percentage of improvement with the number of Problem Tasks that are past their due date
• Incident Pending Status & Backlog Age Trends: Displays the trend of pending Incidents and backlog age of Incidents for the last 12 months. The bars in the graph represent the percentage of pending Incidents and the line represents average Backlog Age in days.
• Change Avg Lead Time & Overdue Trends: Displays the trend of average lead time for Change Requests and overdue Change Requests for the last 12 months. The bars in the graph represent the lead time in days and the line represents overdue Change Requests.
• Request Pending Status & Backlog Age Trends: Displays two line graphs to represent the trend of percentage of pending Request Items and average backlog age of Request Items.
• Overdue Problem Task & Request Backlog Age Trends: Displays two line graphs to represent the number of Problem Tasks that are pasttheir due date and average backlog age of Request Items.

Metrics Used