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Vendor - Performance and Compliance Summary dashboard

The Vendor Performance and Compliance Summary dashboard enables you to understand and analyze your vendor's performance and compliance KPIs with respect to services that they manage. You can view the delivery performance and compliance trends for the last 12 months and understand various factors that contribute to service delivery performance and compliances.

The Vendor Performance and Compliance Summary dashboard helps Service Managers and Business leaders answer the following questions:

Which of the vendors have opportunities for improvement by taking priority actions on delivery performance and process compliance
How are we faring in the last 12 months? Are there any consistent, recurring, or unexpected causes that can prove to be a concern?
I would like to review specific areas that need immediate attention
I would like to have an overall view of some common measures that can help me deep dive into specific areas

You can use the filters in the dashboard to analyze data related to a specific vendor.

The Vendor Performance and Compliance Summary dashboard consists of the following sections:

Delivery Performance Summary (last 30 days): Displays a 30-day summary of delivery performance for Incident, Change Request, Request, and Problem management services
Delivery Performance Trend (last 12 completed months): Displays the trend of delivery performance for the last 12 months for services, such as Incident, Change Request, Request Item, and Problem management
Process Compliance Summary (last 30 days): Displays a 30-day summary of process compliance for Incident, Change Request, Request, and Problem management services
Process Compliance Trend (last 12 completed months): Displays the trend of process compliance for the last 12 months for services, such as Incident, Change Request, Request, and Problem management
Vendor - Performance & Compliance Scorecard: Displays information about Incident, Change Request, Request, and Problem service delivery performance and compliance percentages, that are categorized based on Vendors.
You can drill down by clicking a specific Vendor to view performance and compliance measures of related resources and factors affecting delivery performance and compliance. For example, if the Incident performance is low for a Vendor, you can click the name of the vendor to view details of resources and factors contributing to the group's low performance, such as high MTTR or low SLA.
- Resource - Performance & Compliance Scorecard: Displays information about Incident, Change Request, Request Item, and Problem service delivery performance and compliance index values, that are categorized based on vendor resources.
  You can drill down by clicking an individual resource to view the factors affecting the resource's performance and compliance values.
Vendor Performance Factors: Displays the various factors that contribute to successful fulfillment of services, such as Incident MTTR, Incident SLA, Change Success, Avg Problem age, and Problem Task SLA
Vendor Compliance Factors: Displays the various factors that contribute to successful process compliance for services, such as Incident Pending Status Usage, Incident Data Quality Issues, Change Data Quality Issues, Problem Data Quality Issues, Overdue Change Records, Reprioritization Rate, Use of Generic CIs, and Overdue Problem Tasks.
Common Factors: Displays some of the common factors that can have an impact on performance or compliance measures, such as Resource Count, Incident, Change, Request, Problem volumes, Major and Minor Incident volumes

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
Overall 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 and compliance
Incident MTTR	The elapsed time between the Incident creation and resolution. The elapsed time is measured as the total time open.
Incident SLA	Major Incidents that have met all SLAs
Change Success	Change Requests that have been successfully implemented
Avg Problem Age	Average age of Problems from 'Open' to 'Close' state
Problem Task SLA	Problems that have met all SLAs The problem SLA would be based on a defined problem age goal for the organization, for example all problems should be closed in 45 days or they miss SLA
Request OLA	Request Items that have met all SLAs OLA stands for Operational Level Agreement, and is used for intra-company performance measurement, the Request OLA is specific to the requested Catalog item and differs from item to item.
Incident Pending Status Usage	Pending status indicates the number of incidents that are in OPEN state
Incident Data Quality Issues	Overall data quality issues related to Incidents
Change Data Quality Issues	Overall data quality issues related to Change Requests
Problem Data Quality Issues	Overall data quality issues related to Problems
Overdue Change Records	Change Requests that have gone past their due date These are Change Requests that have been deployed but have not been completed - have not completed the Post Implementation Review process that is required to determine if the Change Request was successful or not
Incident Reprioritization Rate	Incidents whose priority has been changed (Incidents with Escalated and De-escalated flag)
Generic Catalog Item Usage	Reuest items that use generic Configuration Item
Overdue Problem Tasks	Problem Tasks that have gone past their due date
Resource Count	Count of Resources
Distinct Groups	Count of Assignment Groups
Major Incident Volume	Count of Major Incidents
Minor Incident Volume	Count of Minor Incidents
Change Volume	Count of Change Requests excluding Canceled Change Requests
Request Volume	Count of Request Items excluding Canceled Request Items
Problem Volume	Count of Problems excluding Canceled Problems