ITIL Service Management
ITIL Based Reporting
EMC Ionix Service Manager's comprehensive out-of-the-box web-based reports, across all key ITIL processes, provide managers and system administrators with the information they need to proactively manage their infrastructure, people and processes.
Service Manager provides the following types of reports across all ITIL processes:
Key Performance Indicator (KPI): KPI reports provide management with results against defined benchmarks.
Trend Analysis: Trend Analysis reports enable continual improvement of processes by showing a comparison of performance over extended time periods.
Statistical: Statistical reports provide users with an analysis of data collected for each ITIL process
Summary: Summary reports collate core and extended information for presentation in a manner that adds value for end-users.
CMDB: CMDB reports allow administrators to know exactly what IT infrastructure they have, where it is, and how it has been performing.
IPK: IPK reports provide a full picture of service desk performance and reports for Problem Management to help proactively manage the infrastructure.
Administration: Administrative reports ensure that security, licensing and system data is easily accessible.
Monitor and Dashboard
The Ionix Service Manager Monitor is an inbuilt application that allows viewing and creation of charts and graphs that provide real-time events and analysis. Monitors can be grouped and managed using a Dashboard.
This can be done across all types of formalized service agreements, as well as Incident/Problem, Change, Release and all other Workflow Management processes. This provides IT with a means of measuring when service level targets are met, and when they are not.
Monitor incorporates a wizard to allow IT managers to easily define analysis graphs. The granular design of Monitor provides the user with flexibility over the display of data and the data included in the monitor.
The Monitor wizard supports or enables the creation of the following types of charts:
Chart Analysis: Chart analysis graphs provide a current snapshot of system Incidents, Requests or Service Level Agreements: for example, the number of Incidents in the last day to fail.
Activity Analysis: Activity analysis graphs measure system activity against a pre-defined benchmark over an extended period of time, as well as the definition of service thresholds to ensure managers are informed of any activity threshold breaches.
All charting graphs have a drill down capability to allow quick identification of the full details of any Incident or Change Request. The graphs are auto-refreshed at a pre-determined interval.
In-built Report Designer
If a standard report needs to be modified to better suit specific business requirements (or a custom report is required), these can be achieved through the use of the Report Designer that is included as a feature of Infra. The report designer provides users with the tools to configure reports to meet their specific requirements.
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