Analytics Console

The analytics console provides information about various statistical data of the RR Tech Service Management (R-Service) system. The sections of the analytics console are shown below.

Dashboards

In this section, individuals can create dashboards from the reports available in the “Reports". After creating the dashboard, its owner or persons with the role of space (account) designer or space (account) administrator can grant access to it to other persons. You can also export the dashboard to a file. A PDF that is sent to users and end users on a schedule or as needed.

Reports

This section contains various reports.

Service Analytics

This section provides an overview of the organization's services. There are also dashboards for each of the services. This review shows trends related to SLA, customer satisfaction, user ratings, cost, and risks.

SLA Reports

This section lists all active SLAs for which the selected space is a customer or supplier. When you select one of the SLAs, a report for the current month opens. This report compares the target and actual indicators according to the following parameters::

• Accessibility
• Reliability
• Reaction within the target date
• Solutions within the target date

If the customer of an SLA had failures (downtime) during the month , the “Service Downtime” review will appear in the report. It shows when downtime occurred.

You can view SLA reports for previous months by clicking on the month selection in the upper-right corner of the report.

The request appears in the SLA report for a specific month if this request is related to the affected SLA, which:

• requires no reaction and was completed in the reporting month;
• does not require a solution and was completed in the reporting month;
• requires a reaction, but has no actual reaction, the target reaction time was violated in the reporting period. month;
• requires a solution, but does not have an actual solution, the target time of the solution was violated in the reporting period month;
• has an actual decision in the reporting month, the target decision time was not violated;
• has an actual reaction in the reporting month, the target reaction time was not violated;
• has a start and an end to downtime, with the end of downtime occurring in the reporting month.

Please note that filters can be applied to the list of SLA reports. For example, to select an SLA only from a specific service provider, enter the name of the provider in the search bar.

If the SLA has expired, you can access the reports by clicking on the Expired button located just above the SLA list.

FLSA Reports

The First Line of Support Agreement (FLSA) defines which team is responsible for providing first line of support on behalf of the support organization that owns the RR Tech Service Management (R-Service) system space. The FLSA defines several targets. They are tracked in the monthly FLSA reports, which are created automatically for each FLSA.

Supplier Reports

This section provides a dashboard containing information about the quality of service received from all internal and external service providers with whom the organization interacts. Each monthly report on supplier organizations is based on data on affected SLAs (data is collected by the RR Tech Service Management (R-Service) system) and on user feedback.

Customer Reports

This section provides a dashboard containing information about the quality of service provided by the organization to its internal and external customers. Each monthly report on customer organizations is based on data on affected SLAs (data is collected by the RR Tech Service Management (R-Service) system) and on user feedback.

Current SLA targets

This section provides a priority list of affected SLAs. The affected SLA is included in the list if the team of the selected space is responsible for achieving its targets.

It also lists the requests that affected SLAs are associated with. Important: at the moment, some of these requests can be assigned to the team of the provider of the service instance, which is supported by the team responsible for the affected SLA.

Service Navigator

This section graphically displays dependencies between services and connections between configuration items (CI). Click on service category to see related services or its instances. If you select an instance of a service and click on one of its CI, the service navigator switches from the logical representation of the service to the display of the physical infrastructure. To return to the service view, click on the service instance of the selected service.

The Service navigator can also be opened from request, problems, services, configuration items, etc. To do this, click on the Actions button on the toolbar and select the menu item “Navigator of services".

Organization Navigator

This navigator uses the parent-child relationship between organization records to graphically display the structure of organizations, starting with the owner of the space and selected in the space (account) switcher.

Calendar of changes

The change calendar graphically displays tasks that are planned to be completed in the near future and recently completed. The change calendar contains only tasks that affect the service (i.e. those related to one or more service instances).

Persons with the role of specialist in several spaces can see the tasks of these spaces in the calendar of changes.

The tasks that need to be completed are displayed in the change calendar in blue. Completed tasks are displayed in gray.

If two tasks overlap in the calendar of changes and are assigned to the same member, they are displayed in yellow. This may indicate a possible assignment conflict. Similarly, two overlapping tasks related to the same service instances or instances that have a direct or indirect influence on each other in the hierarchy of services are highlighted in yellow to indicate a possible conflict.

Project calendar

This section provides a detailed overview of all projects, their phases and tasks.

There are three views in the section: "All projects", "Projects of which I am the manager" and "Projects of the Services category of my team".

When you open the calendar, all the planned phases of the projects in the specified period are displayed - the start date plus 6 weeks. Filters can be applied to view selected projects based on the specified attributes. Projects and phases can be expanded or collapsed by clicking on them on the left side of the screen. When a particular phase is opened, the project tasks are displayed.

In the project calendar, the user can zoom in or out, and move the displayed timeline to the right or left. Clicking on the Gantt chart button next to the project name opens the Gantt chart of this project. Clicking on a project task will open it in editing mode.

Resource planning

In this section, each user can get acquainted with the workload of their teams. You can also view your personal workload here.

Portfolio Management

This section contains two views through which decisions can be made about the possibility of financing a particular project. The Bubble Chart Analysis view displays the ROI (cost, risk, and return on investment) of the proposed projects. In the Waterline Overview view, you can move proposed projects above the waterline to see the total effort required, the cost, and the value of these projects.

Timesheets

In this section, users can view their timesheets for the current and past months. Managers and their deputies can view the timesheets of their organization's employees and lock these timesheets after viewing to prevent them from being updated.

Dialogues (Conversations)

This section lists the dialogues that individuals conducted with the virtual agent of the RR Tech Service Management (R-Service) system on the self-service portal.

Search phrases

This section contains graphs showing the number of completed search queries and the conversion rate (the conversion is recorded each time the user selects an item from the search results). These graphs are available for search queries executed in the Service Desk console and for queries on the self-service portal.

Survey results

This section contains answers to surveys about the services. Each answer is assigned a rating based on the scores and the percentage contribution of each answer to that score. The specific answers are listed in the Answers section. Survey responses are anonymous.