The Assignment Group -Request Delivery Performance and Process Compliance dashboard enables you to view the overall problem management and problem delivery performances such as request volume, backlog volume, request OLA, and so on. With this dashboard, you can correlate and get insights on the request delivery performance metrics and the compliance metrics. You can also review individual metrics that contemplate delivery performance and process compliances. You can analyze the change performance and compliance trends to understand the specific aspect of performance over a historical time frame.
The Assignment Group - Request Delivery Performance and Process Compliance dashboard enables Senior Leaders and Assignment Group Managers to answer the following business questions:
You can use filters in the dashboard to analyze the data in the problem delivery performance and process compliance scores based on Senior Leaders and Assignment Group Managers. You can analyze the data.
The Assignment Group- Request Delivery Performance and Process Compliance dashboard consists of the following sections:
The Request Process Performance and Compliance Scorecard section is driven by the filters in the dashboard. After you select the required Senior Leader and the corresponding Assignment Group Managers from the filters, the Request Process Performance and Compliance Scorecard and Problem Performance and Compliance Trends and the corresponding graph are refreshed with the corresponding details.
You can also drill down further to view the performance and compliance metrics by selecting the Assignment Group Manager > Assignment Group> and selecting Resources. The details in the Request Process Performance and Compliance trends section are refreshed based on the selection.
For example, if the delivery performance is low for an Assignment Group, you can click the required name of the assignment group to view specific factors contributing to the low delivery performance such as Backlog Volume and Open to Close Duration (Days).
Based on the Senior Leader and Assignment Group Manager selection from the filter, the Request Performance and Compliance Scorecard values are refreshed. The color threshold values are the default configuration provided out-of-the-box and can be customized based on your business requirements.
This section has the following KPIs:
The Request Performance and Compliance Trends dashboard is driven by the Request Performance and Compliance Scorecard section. Based on the selection of either the Group Manager or the Assignment Group from the Request Performance and Compliance Scorecard section, the corresponding metrics are refreshed.
Delivery Performance enables in improving the customer service optimization, if the service delivery is improvised, optimized, and stabilized then it helps in reducing the costs. The delivery performance KPI values are displayed in Red, Green, or Amber based on the range of the configuration values for each of these metrics.
Process Compliance indicates the optimization of services from operational and cost perspective by adhering to the overall standards of compliance. The process compliance KPI values are displayed in Red, Green, or Amber based on the range of the configuration values for each of these metrics.
Researching section enables Senior Leaders to recommend further actions to improve the delivery performance and process compliances. For example, if the Average Handle Time (Mins) is higher than the average Average Handle Time (Mins) for any Group Manager, then the Senior Leader can provide recommendations to improve process across teams, vendors, and applications.
| Metric Name | Description |
|---|---|
| Delivery Performance | Index value calculated using metrics of delivery performance that are used in the Request Delivery Performance and Process Compliance dashboard |
| Process Compliance | Index value calculated using metrics of process compliance that are used in the Request Delivery Performance and Process Compliance dashboard |
| Request Volume | Count of Request Items |
| Composite Opportunity Rank | Displays the opportunity rank calculated by ranking the weighted average of metrics, such as Request Volume, Delivery Performance, and Process Compliance across a preconfigured distribution. A lower rank signifies scope for improvement. |
| Backlog Volume | Count of Request Items that are in the backlog |
| Open To Close Duration (Days) | The elapsed time between the Request Item creation and resolution. The elapsed time is measured as the total time open. |
| Distinct Fulfillers | Distinct count of users who closed the Request Item |
| 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. |
| Avg. Handle Time (Mins) | Average duration between the time when the Request Item was updated (time between successive audit records where there is a change in the Request Item) or the Average time duration when the Request Item was in the 'Work In Progress' state |
| Pending Status Usage |
Pending status indicates the number of request items that in OPEN state |
| Avg. Backlog Age (Days) | Average number of days a Request Item has been in Backlog |
| Reprioritization Rate | Request Items whose priority has been changed (Request Items with Escalated and De-escalated flag) |
| Reassignment Rate | Percentage of Request Items that have been reassigned |
| Generic Catalog Item Usage |
Request Items that use generic Configuration Item |
| Overdue Rate | Percentage of Request Items that are past their due date |
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