The technical implementation of the supervision is the first phase of a project to supervise its IS or the IS of its customers. Quite quickly done, thanks to the set of tools provided in ServiceNav (Census, equipment model, service model, ...), it is not enough to produce a quality service.
The monitoring, operation and processing of alerts and incidents remain the major points of supervision and the work of the men and women in charge of operating supervision is real. It is therefore normal to want to monitor the work carried out using supervision tools.
What are the performance indicators to be monitored?
Natively and naturally, the main indicator monitored in supervision tools is the availability rate of a service, an equipment or even better a user service.
It is indeed on this availability time that most teams in charge of IS operations are measured.
The availability rate is a direct result of the downtime of the source element.
We must therefore ask ourselves the question of the components of this downtime:
⁃ Time of consideration,
⁃ Creation time in the ticketing tool and assignment to the right resolution group,
⁃ Actual handling of the incident.
It is on the first 2 points that the activity report provides an answer and a follow-up.
The activity report in ServiceNav
The report is composed of 3 parts that can be activated or not as required.
Analysis of incidents over the period
The objective here is simple: a macro view of the activity for a customer, the service center (depending on the setting).
The number of critical incidents and warnings, the number of incidents resulting in an acquittal or ticket and the time taken to process them.
8 figures for a simple and quick analysis of the service provided.
For an end customer: does my IT manager take good care of my infrastructure and equipment? In case of a problem, is he reactive?
For a service center manager: are my teams responsive? Do they open the tickets in my ticketing tool to ensure follow-up and possibly invoicing?
Having figures for a period is a necessity, but being able to put them into perspective with past data and follow the evolution over time is also a strong need.
That is precisely the purpose of this second part of the report!
Up to 12 months of data to see the evolution of the number of incidents, the time taken to take into account and the rate of payment and opening of tickets. All of this, of course, depending on the criticality of the incident.
Are my teams improving? Are the different actions taken on the processes having an impact?
Why don't we go into detail?
Sometimes it is essential to understand why an average jumped, what incident took a long time to be taken into account, ...
The incident list gives you a list of all incidents with start, start and end dates. The time of taking into account and the duration of the incident, the action carried out....
In short, all the elements necessary for a detailed study.
Released from beta since version 3.14, this report is now fully exploitable to enable our users to better track their service desk activity or to bring value to end customers by providing metrics on the excellence of their services.