BMC Remedy IT Service Management

Remedy Reporting Guide for Business

September 2007

BMC Remedy IT Service Management

Quick reference guide

Table of Contents
Change Management Reporting .......................................................................................3 Incident Management Reporting .......................................................................................4 Service Delivery Managers Reporting...............................................................................8

Document Control
Document Type Document Title Screen/File Name Author/s Version Number Version Date Status User documentation Remedy Reporting Guide for Business Remedy_Reporting_List_v1 Documentation & Training Services, Enterprise Applications / Remedy Operations, Enterprise Applications v1 17 September 2007 Draft

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Change Management Reporting

This section contains reports related to the Change Management application within Remedy ITSM.

Change Management
Navigate to Public Folders > Change Management
Report Name All Tasks with Details Output to Excel Only Change Task Summary Report Output to Excel Only Details Report of all tasks for Product Category Tier 2 of Themis. Details include work information and parent Change Request ID This report is designed to be output in Excel Data format. Report for change jobs Assigned, Pending or Work In Progress for Product Category Tier 3. Details include task and work information. This report is designed to be output in Excel Data format. Report for change jobs Cancelled, Closed, Completed or Implementation In Progress for Product Category Tier 3. Details include task and work information. This report is designed to be output in Excel Data format. Report of all tasks for Product Category Tier 2 of Themis for a specified Product Category Tier 3. Details include work information and parent Change Request ID. This report is designed to be output in Excel Data format.

Changes Not Active Report Output to Excel Only

Tasks for Selected Product Tier 3 Output to Excel Only

CAB
Navigate to Public Folders > Change Management > CAB
Report Name Change Requests for CAB Approval Details Report of change requests with status of Implementation in Progress, Scheduled or Scheduled For Review, with a scheduled start date between the report date and the end of the second Sunday after (e.g.: if the report is run on a Wednesday, it will include anything scheduled for the next week and a half) This report is grouped by Product Category Tier 2. Report of change request with status of Implementation In Progress, Scheduled or Schedule For Review with a scheduled end date between the report date and the end of the second Sunday after (e.g.: if the report is run on a Wednesday, it will include anything scheduled for the next week and a half). This report is grouped by Product Category Tier 2. Report of change requests with status of Completed or Cancelled with a scheduled end date between the report date and the end of the second Sunday after (e.g.: if the report is run on a Wednesday, it will include anything scheduled for the next week and half). This report is grouped by Product Category Tier 2.

Change Requests not Completed

Change Requests Completed

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Navigate to Public Folders > Change Management > Themis
Report Name CAB Requests Activated in the Last 7 Days Work Completed Themis (1.4) Details

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Reports with a Task Name of CAB Approval or CAB/Change Manager Approval and an Activate Time that is the period of the last 7 days. Report of Closed or Completed change jobs with Product Category Tier 2 or Themis and a selected Product Category Tier 3. Report of change jobs with a status of Draft, Implementation In Progress, Pending, Planning In Progress, Request for Authorization, Request For Change, Scheduled or Scheduled For Review with a Product Category Tier 2 of Themis and a select Product Category Tier 3. Report of change jobs with status Implementation In Progress or Scheduled with Product Category Tier 2 of Themis and a selected Product Category Tier 3.

Work in Progress Themis (1.4)

Work in Progress with Active Tasks Themis (1.5)

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Incident Management Reporting

This section contains reports related to the Incident Management application within Remedy ITSM.

Incident Management
Navigate to Public Folders > Incident Management
Report Name Incident Summary Report Output to Excel Only Details Report of incidents for an assigned group of Themis Developers with a status of Assigned, In Progress or Pending containing all details, including work information. This report is designed to be output in Excel Data format.

IT User Services
Navigate to Public Folders > Incident Management > IT User Services Currently no reports at this level

IT User Services > Desktop Management Services

Navigate to Public Folders > Incident Management > IT User Services > Desktop Management Services Currently no reports at this level

IT User Services > Desktop Management Services > Executive Support

Navigate to Public Folders > Incident Management > IT User Services > Desktop Management Services > Executive Support
Report Name Cases by Staff Escalated Cases Details Report of incidents assigned to Desktop Support Services by individual service desk staff member. Report, by staff member, of incidents assigned to Desktop Support Services which have been escalated to the next level of support. Report, by staff member, of incidents assigned to Desktop Support Services and total time spent per week.

Staff Effort

Standard Reports
Navigate to Public Folders > Incident Management > Standard Reports Currently no reports at this level

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Standard Reports > EndPoint Project

Navigate to Public Folders > Incident Management > Standard Reports > EndPoint Project
Report Name EXT-Case History-Client (Networks & Network Engineering) 1.0 Internal Detail Case Volume (Networks & Network Engineering) Team Performance Details Number of incidents resolved per Organisation in a selected period for Networks and Network Engineering. Details for incidents resolved per Organisation against SLM details in a selected period for Networks and Network Engineering.

Standard Reports > External

Navigate to Public Folders > Incident Management > Standard Reports > External
Report Name EXT-Active Cases-Client Paged 1.0 EXT-Active Cases Client 1.0 EXT-Active Cases-Client by Department 1.0 EXT-Case History-All Clients 1.0 EXT-Case History-Client Paged 1.0 Details Details of open incidents, sorted by Department, for a selected Department/s. Details include work information. Details of open incidents for a selected Organisation/s. Details include work information. Details of open incidents for a selected Department/s. Details include work information. Number of resolved cases, broken down by Priority, for a selected period. Number of resolved cases, broken down by Priority, for a selected period and Organisation. Results displayed as one department per page. Number of resolved cases, broken down by Priority, for a selected period and Organisation. Number of resolved cases, broken down by Department and Priority, for a selected period and Organisation.

EXT-Case History-Client 1.0 EXT-Case History-Client by Department 1.0

Standard Reports > External > Last Full Month Variation

Navigate to Public Folders > Incident Management > Standard Reports > External > Last Full Month Variations
Report Name EXT-Case History-Client 1.0 (LFM) Details Number of resolved cases, broken down by Department and Priority, for a selected Organisation over the last month.

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Standard Reports > Internal

The Internal reports focus on 2 key areas: Individual Staff performance (i.e.: how many cases they have completed) and Service (Team Remedy Queue) performance. Reports focus on resolved cases only, as the method for calculation is defined between two known variables being start date\time and resolution date\time. Navigate to Public Folders > Incident Management > Standard Reports > Internal
Report Name Detail Open Case Volume - Team Performances 1.0 Internal-Detail Case Volume-Individual Performances 1.01 Internal-Detail Case Volume - Team Performance 1.0 Details The number of open and pending incident cases by priority for selected Period and Assigned Group. The number of resolved and escalated incident cases by priority and individual for selected Period and Assigned Group. Team performance will be listed for view by the Team Leader (including their own performance, if they reside in the team). Groups of teams can be viewed by the Manager. The Manager will be able to view the entire sections performance overall. SDMs can receive the Internal Detailed Case Volume Team Performance reports that list the capability of a part of the service, (i.e.: the ability to report on some level of end to end coordination). Calculating whether a case is complex or confusing may be done by looking at the transfers section on the Internal Detailed Case Volume Team Performance report. Further investigations into the detail of these cases can allow the SDM to focus the Problem Management process and therefore process improvements.

Internal-General Case Volume-Group Performance 1.0 Internal-General Case Volume-IS Group Performance 1.0

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Service Delivery Managers Reporting

This section contains reports specifically designed for the Service Delivery Managers.

SDM
Navigate to Public Folders > SDM Currently no reports at this level

Themis reports
Navigate to Public Folders > SDM > Themis
Report Name Internal - General Case Volume Themis Group Performance Details Number of breached incidents against resolved incidents by Priority for the assigned groups of Production Support-Themis, Themis Developers, Themis-Service Delivery and ThemisService Desk and Assigned Support Organisation of Information Services. Number of breached iIncidents against resolved incidents by Priority for the assigned groups of Production Support-Themis, Themis Developers, Themis-Service Delivery and ThemisService Desk and Assigned Support Organisation of Information Services broken down by Client Group. The number of monthly incidents both open and resolved displayed by Operational Category Tier 3 for the assigned groups of Production Support-Themis, Themis Developers, ThemisService Delivery and Themis-Service Desk. The number of monthly incidents both open and resolved displayed by Operational Category Tier 3 for the assigned groups of Production Support-Themis, Themis Developers, ThemisService Delivery and Themis-Service Desk broken down by Client Group. The number of monthly incidents both open and resolved displayed by Operational Category Tier 3 for the Operational Category Tier 2.

Internal - General Case Volume Themis Group Performance by Application

Monthly Incidents by Operational Categorisation

Monthly Incidents by Operational Categorisation for Client Group

Generic Monthly Incidents

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