The SR_Overview Dashboard provides a high-level summary of key service request metrics, enabling IT service teams to monitor request intake, resolution performance, approval trends, and overall request lifecycle health. This dashboard supports strategic planning, workload management, and optimization of service delivery.
Included Reports:
Requests by Medium: Breaks down service requests by submission channel (e.g., email, self-service portal) to assess and optimize intake methods.
MTTR for Requests by Analyst: Tracks average time each analyst takes to resolve requests, providing insights into individual efficiency.
MTTR for Requests by Workgroup: Measures average resolution time by support team to assess group-level performance.
Request Volume Trend Report by Classification: Shows trends in request volume over time by classification, helping identify service demand patterns.
Request by Priority: Displays the distribution of requests across priority levels to support prioritization and resource allocation.
Request by Status: Shows the current status of requests (e.g., Open, In Progress, Resolved) to monitor fulfillment progress.
Top 10 Request Categories: Lists the most common request categories, revealing recurring service needs.
Request Logged vs Resolved: Compares the number of requests logged versus resolved over a chosen period to monitor backlog and throughput.
Request Approved vs Pending Approval: Highlights the number of approved versus pending requests, aiding workflow visibility and decision-making.