Know exactly how your Service Request process is performing, and use historical data to influence your decisions for the future The ITIL Request Fulfillment Management Module equips you with highly visual Dashboards that help you understand, at any point in time, how your process and activities are performing. Use visual graphs, gauges and levers to inform IT management on the performance of your Service Request KPIs, and deploy interactive scorecards, detailed reports and analysis capabilities to those who manage this ITIL process and Service Request metrics on a daily basis.
Metricus - Request Fulfillment Management Dashboard
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Using dials you can view your current Request Fulfillment process performance at any point in time. Is your Service Request handling process healthy, are you managing all service requests within SLA conditions, will you meet your defined targets, and more. Dials provide you a snapshot of the here and now.
Metricus - Request Fulfillment Management Scorecard
This is an example of a Request Fulfillment Scorecard. You immediately see how individual KPIs are performing against predetermined goals and can further assess if the performance of these KPIs is improving or degrading. |
Metricus - equest Fulfillment Management Graph
This is an example of a dynamic graph that shows the number of Service Requests that were created per day. If you prefer other views or add another level of depth, for example by adding 'service request per category' as an extra layer to the graph, which is possible at the click of a button. When you are ready and have created an optimal chart, using Metricus you can simply take the next step and export your results to PPT or XLS. |
In detail, these are the Dashboard components that you can make use of:
| Gauges |
If you require a holistic Request Fulfillment Management Dashboard that tells you at the blink of an eye what your process performance looks like: dials or a gauge is what you need. |
| Scorecard | A Scorecard provides 'point-in-time' information and allows you to assess your current performance against predetermined targets. Traffic light symbols help you to quickly understand where you stand today for every KPI in your Module | | Trend Graph |
Trending graphs allow you to monitor the performance of KPIs over a period of time. A visual representation of the performance of your KPI is depicted in a graph along with the target or benchmark that you identified. Filtering and Sorting options are available, allowing you to set the time interval for your analysis |
| Report Writer | Every Module comes with a powerful report writer that allows you to create, manage and maintain your own reports. You can compare KPIs, drill down into the data, switch between bar chart, pie chart, and so on. | | Six Sigma Charts |
For selected KPIs within your Module, Six Sigma Histogram or Six Sigma Control Charts are available. These charts show you where your process is not performing optimally yet and where you can further enhance your performance | | Dynamic charts | Dynamic charts are typically used alongside Trend Graphs in a Dashboard. Trending information visualizes performance over a period of time, dynamic charts allow you to dig into the information and assess various angles of your data. You can for example view the number of service requests per day, service requests per category, per type, per ID, per user, and so on. | | Cause and Effect |
Cause and Effect Diagrams help you understand the impact of one KPI on another KPI. Metricus provides a full set of cause and effect diagrams for the Request Fulfillment Management Process. Using Microsoft Visio, you can modify these diagrams, and add your own objects to the diagrams and link Visio objects to KPIs |
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