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Service Delivery - Performance and Process Compliance Summary dashboard

The Service Delivery Performance and Process Compliance Summary dashboard provides an overall summary of performance and compliance measures with respect to services fulfilled. You can also understand the trend of these factors over a period of time and can analyze data relevant to specific leaders or vendors. The insights provided by this dashboard enable you to identify areas that you can optimize to improve your delivery performance and have greater adherence to process compliance.

This dashboard can help Business leaders or Service Managers with the following scenarios:

Executives are able to see the overall performance and compliance of services. Also, index values for performance and compliance can be viewed for specific service areas
Review the historical trend for performance and compliance index values for individual service delivery areas
Leaders can review Opportunity Rankings for improvement with respect to performance and process compliance areas
Opportunities help in understanding specific service areas that might require immediate attention

You can use the filters in the dashboard to analyze data related to a specific Executive Leader, Senior Leader, or Vendor.

The Service Delivery Performance and Process Compliance Summary dashboard consists of the following sections:

Overall Delivery Performance: Displays the overall summary of delivery performance for Incident, Change Request, Problem, and Request Item services, for the last 30 days
Overall Process Compliance: Displays the overall summary of process compliance for Incident, Change Request, Problem, and Request Item services, for the last 30 days
Delivery Performance: On clicking this tab, you can view the following details:
- Delivery Performance Trend - Past 12 Months: Displays the trend of service delivery performance for the last 12 months
- Delivery Performance by Leader: Displays delivery performance details for the last 30 days categorized based on Leaders. You can also view the composite opportunity ranks for each leader populated based on the performance measures.
Process Compliance: On clicking this tab, you can view the following details:
- Process Compliance Trend - Past 12 Months: Displays the trend of process compliance for the last 12 months
- Process Compliance by Leader: Displays process compliance details for the last 30 days categorized based on Leaders. You can also view the composite opportunity rank for each leader populated based on the compliance measures.

Metrics Used

Metric Name	Descriptions
Incident Delivery Performance	Index value calculated using metrics of delivery performance that are used in the Incident Delivery Performance and Process Compliance dashboard
Change Delivery Performance	Index value calculated using metrics of delivery performance that are used in the Change Delivery Performance and Process Compliance dashboard
Problem Delivery Performance	Index value calculated using metrics of delivery performance that are used in the Problem Delivery Performance and Process Compliance dashboard
Request Items Delivery Performance	Index value calculated using metrics of delivery performance that are used in the Request Item Delivery Performance and Process Compliance dashboard
Incident Process Compliance	Index value calculated using metrics of process compliance that are used in the Incident Delivery Performance and Process Compliance dashboard
Change Process Compliance	Index value calculated using metrics of process compliance that are used in the Change Delivery Performance and Process Compliance dashboard
Problem Process Compliance	Index value calculated using metrics of process compliance that are used in the problem Delivery Performance and Process Compliance dashboard
Request Items Process Compliance	Index value calculated using metrics of process compliance that are used in the request Item Delivery Performance and Process Compliance dashboard
Delivery Performance Composite Rank	Displays the composite opportunity rank by calculating the ranking of each metric for all records and deriving the average of ranks across service delivery performance
Process Compliance Composite Rank	Displays the composite opportunity rank by calculating the ranking of each metric for all records and deriving the average of ranks across service delivery process compliance