SAMPLE XTRACTION REPORT JULY 2010
TABLE OF CONTENTS
BMC Incident Trend ............................................................................................................................. 1 Incidents Priority Last 6 Months ......................................................................................................... 2 Incidents Active Last 6 Months ........................................................................................................... 3 Incidents Assigned Group .................................................................................................................... 4 Incidents Category ............................................................................................................................... 5 Incidents Customer ............................................................................................................................. 6 Incidents Customer Location ............................................................................................................... 7 Problems Last Modified....................................................................................................................... 8 Problems Assigned Group ................................................................................................................... 9 Incidents Created By Open Date (hour) ............................................................................................ 10
Monthly Summary Report
BMC INCIDENT TREND BMC Incident Trend; Series: Last Year; Data source: BMC Remedy, Incidents; Filter: Submit Date This Quarter Last Year; Series: This Year; Data source: BMC Remedy, Incidents; Filter: Closed Date This Quarter
NOTES These notes are entered directly in Xtraction prior to export and allow reference to important information and data. Comparative charts can be useful to track trends and identify issues earlier. As the time periods are dynamic (e.g. this year, last year, last month) the reports can be set up once and exported when needed to always show relevant and up to date data.
0
0
0
0
0
0
0
0
0
0
25
64
84
86
90
0
0
Produced by Xtraction – self-service status reporting
30 Jun
10
29 Jun
42
28 Jun
85
27 Jun
102
26 Jun
104
25 Jun
90
24 Jun
19 Jun
109
23 Jun
18 Jun
83
22 Jun
17 Jun
111 122
21 Jun
16 Jun
116
20 Jun
15 Jun
95
0
14 Jun
118 105 0
13 Jun
0
12 Jun
0
11 Jun
Last Year (1546)
10 Jun
113
9 Jun
85
8 Jun
7 Jun
3 Jun
6 Jun
2 Jun
5 Jun
1 Jun
4 Jun
Series This Year (1490)
0
0
0
0
0
0
0
0
0
0
0
109
93
91
77
106
104
89
88
107
105
121 107
Page | 1
Monthly Summary Report
INCIDENTS PRIORITY LAST 6 MONTHS Incidents Priority Last 6 Months; Data source: BMC Service Desk, Incidents, Priority; Filter: Open Date Last 6 Months
NOTES Priority 4 need to be assessed as to why there are so many more than Priority 5.
Priority 4
47725
90.48 %
5
2736
5.19 %
3
1460
2.77 %
2
518
0.98 %
1
308
0.58 %
Produced by Xtraction – self-service status reporting
Page | 2
Monthly Summary Report
INCIDENTS ACTIVE LAST 6 MONTHS Incidents Active Last 6 Months; Data source: CA Service Desk, Incidents, Active; Filter: Open Date Last 6 Months
NOTES Charts can display Count, Sum, Average, Percentages...
Active No
51534
97.70 %
Yes
1213
2.30 %
Produced by Xtraction – self-service status reporting
Page | 3
Monthly Summary Report
INCIDENTS ASSIGNED GROUP Incidents Assigned Group; Data source: CA Service Desk, Incidents, Assigned Group; Filter: Open Date Last Month, Assigned Group doesn't start with Enterprise; Time Filter: Open Date Last 14 Days
NOTES Stacked Bar Charts display top 5 frequent values by default but can also display other counts such as 10, 20, all...
Thu 8 Jul
Wed 7 Jul
Tue 6 Jul
Mon 5 Jul
Sun 4 Jul
Sat 3 Jul
Fri 2 Jul
Thu 1 Jul
Wed 30 Jun
Tue 29 Jun
Mon 28 Jun
Sun 27 Jun
Sat 26 Jun
Fri 25 Jun
Series
Service Desk (627)
120
111
106
3
11
182
94
0
0
0
0
0
0
0
Client Services (219)
47
28
37
0
0
74
33
0
0
0
0
0
0
0
LTTE Service Desk (49)
18
8
8
0
0
11
4
0
0
0
0
0
0
0
LTTE Offline Support Team (97)
13
12
7
0
0
32
33
0
0
0
0
0
0
0
MAC Support (58)
9
16
11
1
0
16
5
0
0
0
0
0
0
0
Produced by Xtraction – self-service status reporting
Page | 4
Monthly Summary Report
INCIDENTS CATEGORY Incidents Category; Data source: CA Service Desk, Incidents, Category; Filter: Category doesn't contain password, Open Date Last 14 Days; Time Filter: Last Modified Last 3 Months
NOTES There has been a huge increase in Incidents raised without a Category assigned last month.
Series Unknown Area (220) ITSD.Web Application.Error Message (87)
Thu 1 Apr
Sat 1 May
Tue 1 Jun
0
0
220
0
0
87
ITSD.Network.Connection (406)
156
169
81
ITSD.Windows.Errors (242)
80
88
74
ITSD.Mac.Software (211)
76
62
73
Produced by Xtraction – self-service status reporting
Page | 5
Monthly Summary Report
INCIDENTS CUSTOMER Incidents Customer Organisation; Data source: CA Service Desk, Incidents, Customer Organisation; Filter: Open Date Last 14 Days; Time Filter: Last Modified Last 3 Months
NOTES
Series
Thu 1 Apr
Sat 1 May
Tue 1 Jun
(11506)
4670
4822
2014
Service Development (1027)
348
373
306
Print Operations (478)
208
182
88
Sales Inbound (259)
107
80
72
Shopfront Sales VIC (391)
199
129
63
Sales Support Western Region (154)
60
43
51
Sales Operations (330)
149
141
40
Online Customer Care (346)
158
134
54
Quality Control (222)
86
99
37
Shopfront Sales NSW (152)
79
53
20
Produced by Xtraction – self-service status reporting
Page | 6
Monthly Summary Report
INCIDENTS CUSTOMER LOCATION Incidents Customer Location; Data source: CA Service Desk, Incidents, Customer Location; Filter: Open Date Last Month; Time Filter: Open Date Last 14 Days
NOTES
Thu 8 Jul
Wed 7 Jul
Tue 6 Jul
Mon 5 Jul
Sun 4 Jul
Sat 3 Jul
Fri 2 Jul
Thu 1 Jul
Wed 30 Jun
Tue 29 Jun
Mon 28 Jun
Sun 27 Jun
Sat 26 Jun
Fri 25 Jun
Series
(497)
107
86
84
2
4
141
73
0
0
0
0
0
0
0
Bairnsdale (309)
69
43
59
4
6
75
53
0
0
0
0
0
0
0
Southampton St Sydney (157)
32
29
23
0
1
55
17
0
0
0
0
0
0
0
15 Alpha St Melbourne (74)
16
13
15
0
0
21
9
0
0
0
0
0
0
0
Exhibition Gardens (49)
3
7
12
0
0
17
10
0
0
0
0
0
0
0
Produced by Xtraction – self-service status reporting
Page | 7
Monthly Summary Report
PROBLEMS LAST MODIFIED Problems Last Modified; Series: Incidents; Data source: CA Service Desk, Incidents; Filter: Active equals Yes, Last Modified Last 3 Months; Series: Issues; Data source: CA Service Desk, Issues; Filter: Last Modified Last 3 Months; Series: Problems; Data source: CA Service Desk, Problems; Filter: Last Modified Last 3 Months
NOTES
Series
Thu 1 Apr
Sat 1 May
Tue 1 Jun
Incidents (1067)
114
263
690
Issues (13428)
4458
4578
4392
Problems (359)
13
130
216
Produced by Xtraction – self-service status reporting
Page | 8
Monthly Summary Report
PROBLEMS ASSIGNED GROUP Top 20 Problems Assigned Group; Data source: CA Service Desk, Problems, Assigned Group; Filter: Last Modified Last 60 Days, Active equals Yes
NOTES Reports can be exported for regular or ad-hoc review to allow assessment of previous and historical activity... This is an example of data being displayed in grid format.
Assigned Group Major Incident Management
28
18.92 %
iBot Online Application
13
8.78 %
Enterprise Infrastructure Services - Unix
12
8.11 %
Telephony
11
7.43 %
AMPOL Online Application
10
6.76 %
Wireless Support
8
5.41 %
Systems Integration Fabric Support Team
6
4.05 %
IT Management
5
3.38 %
Fusion Online
4
2.70 %
Intranet Support
4
2.70 %
Vertical Silos
4
2.70 %
CMR Infrastructure Support
3
2.03 %
Enterprise Infrastructure Services - Technical Services Unix
3
2.03 %
Enterprise Infrastructure Services - Wintel
3
2.03 %
TriStar Level 3
3
2.03 %
Turino Online
3
2.03 %
Advertising Support
2
1.35 %
CMR Advertisement Production
2
1.35 %
CMR JYT
2
1.35 %
Media Support
2
1.35 %
20
13.51 %
Other *
Produced by Xtraction – self-service status reporting
Page | 9
Monthly Summary Report
INCIDENTS CREATED BY OPEN DATE (HOUR) Incidents Created By Open Date (hour); Data source: CA Service Desk, Incidents, Created By, Open Date (hour); Filter: Open Date Last Month, Open Date (hour) between 9,15
NOTES
Created By
09
10
11
12
13
14
15
TOTAL
April Monsegur
69
49
25
7
7
4
1
162
Sabina Getty
74
19
0
0
0
0
0
93
Lawanna Kincaide
50
20
4
5
7
1
1
88
Mozelle Contras
65
20
0
0
0
0
0
85
Donetta Henningsen
51
28
2
0
0
1
0
82
Anabel Mulgrew
21
22
10
2
6
5
7
73
Nelia Blomdahl
51
16
4
0
0
0
0
71
Tammara Kaitz
32
21
0
1
0
0
0
54
Shondra Dekrey
32
19
0
0
0
0
0
51
Peter Witherell
27
15
3
0
0
0
0
45
Produced by Xtraction – self-service status reporting
Page | 10
