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Predefined Reports in vFire

The following reports are available in vFire, which you can run on request, depending on your security permissions.

Administration Reports

The following Administration reports are available.

Before you start

You must have Reporting selected in your Reporting security role.

If you have a report summary visible, close it before running a new report.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Administration Reports group to expand it if necessary and then select a report to display the details.
Some are contained in smaller groups within the Administration Reports group, as indicated.

Report Title	Description
Admin Statistics – System Usage, by Group	This report provides statistics on system usage for a specified period, based upon the default group of the login analyst. Additional information on the analyst's default partition is also supplied.
Admin Summary – Audit Trail	This report contains a complete audit trail of options for each system tabs that match the criteria.
Admin Summary – AI Ops Activity	This report provides information on AI Ops rules, including the date and time on which a rule was run and the result of the run. The historical data available for this report will be limited to the timeframe set in Administration for the expiration of Event Messages.
Admin Summary – Report Listing	This report provides a listing of all reports in the system, and the date that each was last modified. Once a report has been modified, it will not be updated when rolling patches are applied.
Admin Summary – Security Role Analyst Listing	This report provides details of all analysts assigned to the various security roles. Report data can be restricted by analyst and to analysts' assigned to particular default partition(s).
Admin Summary – Support Analyst Details	This report provides a summary of information from the Support Analyst Details screen for the selected analyst(s).
Data Schema	This report provides details of the database schema.
Entity Schema	This report provides details of the entity schema.
System Usage – Maximum People Logged in Per Hour	This report provides statistical breakdowns of the maximum number of users logged in to the application each hour over the specified date range. This breakdown is given for both the vFire and Portal users over a defined 12 hour period between 9am and 9pm. All users across all partitions are included.
System Usage Trend – Comparison of People Logged in Per Hour	This report provides comparisons of the maximum number of users logged in to the application each hour over the specified date range. This comparison is given for both the vFire and Portal users over a defined 12 hour period between 9am and 9pm. All users across all partitions are included.
Admin Summary – Failed Login Attempts, by Date	This report provides a summary of all failed login attempts for a specified date range. You will find this report in Admin Summary – Failed Login Attempts.
Admin Summary – Failed Login Attempts, by Group	This report provides a summary of all failed login attempts for a specified date range, grouped by the default group of the login analyst (if any). You will find this report in Admin Summary – Failed Login Attempts
Admin Summary – Failed Login Attempts, by Partition	This report provides a summary of all failed login attempts for a specified date range, grouped by the default partition of the login analyst (if any). You will find this report in Admin Summary – Failed Login Attempts.
Admin Summary – IPK Groups and Analysts, by Group	This report provides a summary of information relating to IPK groups - the partitions to which an IPK group is assigned; and details of the analysts associated with the group. Note: All partitions that are enabled for the analyst will be listed. You will find this report in Admin Summary – IPK Groups and Analysts.
Admin Summary – IPK Groups and Analysts, by Analyst	This report provides information on the IPK groups to which an analyst is assigned, including details of the default IPK group for the analyst. Note: All partitions that are enabled for the IPK group will be listed. You will find this report in Admin Summary – IPK Groups and Analysts.
Admin Summary – Role Definition for Availability Management	This report provides all details of settings and access rights for Availability Management roles. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for Configuration Management	This report provides all details of settings and access rights for Configuration Management roles. Details for each role are displayed on a separate page. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for Knowledge Management	This report provides all details of settings and access rights for Knowledge Management roles. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for Service Level Management	This report provides all details of settings and access rights for Service Level Management roles. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for Workflow Management	This report provides all details of settings and access rights for Workflow Management roles. Details for each role are displayed on a separate page. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for Bulletin Board	This report provides all details of settings and access rights for Bulletin Board roles. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for General Access	This report provides all details of settings and access rights for General Access roles. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for IPK Security	This report provides all details of settings and access rights for IPK Security roles. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Role Definition for Reporting	This report provides all details of settings and access rights for Reporting roles. Records are grouped based upon the partition of the role. You will find this report in Admin Summary – Role Definition.
Admin Summary – Workflow Groups and Analysts, by Group	This report provides a summary of information relating to workflow groups - the partitions to which a workflow group is assigned; and details of the analysts associated with the group. All partitions that are enabled for the analyst will be listed. You will find this report in Admin Summary – Workflow Groups and Analysts.
Admin Summary – Workflow Groups and Analysts, by Analyst	This report provides information on the workflow groups to which an analyst is assigned, including details of the default workflow group and default approval group for the analyst. Note: All partitions that are enabled for the workflow group will be listed. You will find this report in Admin Summary – Workflow Groups and Analysts.
Admin Summary – Workflow Templates, by Analyst	This report provides details of the workflow templates that are accessible by analysts. As access to templates is regulated by the workflow security role, details are provided of the analyst’s assigned role. You will find this report in Admin Summary – Workflow Templates.
Admin Summary – Workflow Templates, by Security Role	This report provides a list of all workflow templates accessible for the workflow security roles that have template security enabled. All roles that do not have template security turned on (and can therefore access all templates) are displayed together at the end of the report. You will find this report in Admin Summary – Workflow Templates.
Admin Summary – Workflow Templates, by Template	This report provides details of the analyst that have access to specific workflow templates. As access to templates is regulated by the workflow security role, details are provided of the analyst's assigned role. Analysts which have access to all templates within a workflow process, due to template security being turned off for their workflow security role, are also listed. You will find this report in Admin Summary – Workflow Templates.

Availability Management Reports

The following Availability Management reports are available. They are all held in the Availability Management Reports group in the Reporting explorer pane.

Report Title	Description
Availability Statistics – Items Failing Availability Targets	This report provides details of CMDB items that failed to meet their availability targets during the specified availability period.
Availability Trend – Weekly Availability Comparison	This report provides a trend comparison of outage time for CMDB items. Outage times are tabulated by CMDB item for a selected week, and the user can select another week to compare outage results.
CI Failures Report	This report provides details of Outages linked to a CMDB Item over a 12-month rolling window
CMDB Item Availability Assessment	This report provides a summary of all outages recorded in a specified period for the selected CI, Service, Structure or Baseline.
Downtime by Configuration Item	Calculates availability related metrics for configuration items based on Incidents logged within a definable time period.
Service Availability metrics	This report provides details of Service Availability metrics, including Mean Time To Repair (MTTR or downtime), Mean Time To Restore Service (MTRS), Mean Time Between Failures (MTBF), Mean Time Between System Incidents (MTBSI).
Supplier Serviceability Report	This report provides details of supplier serviceability statistics.

CMDB Reports

The following Availability Management reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the CMDB Reports group to expand it if necessary and then select a report to display the details.
Some are contained in smaller groups within the CMDB Reports group, as indicated.

Report	Description
CMDB Data Export	This report summarizes current CMDB data in tabular format enabling data export. Please note that report columns are not sized to the display data included in the columns. The purpose of the report is to provide export capability, rather than on-screen viewing.
Governance	This report display a summary for each Software Product and Inventory items, showing transaction numbers (ordered, purchased, in use, etc.), environment numbers (authorized, installed, confirmed) and a list of devices associated with each as well as the owner of that device if known. You will find this report in Asset Management
Governance Summary	This report displays a summary for each Software Products and Inventory items, showing transaction numbers (ordered, purchased, in use, etc.) and environment numbers (authorized, installed, confirmed) in a tabulated form. You will find this report in Asset Management
Software Product and Inventory Allocation	This report provides details of Software Product license and Inventory item allocations. You will find this report in Asset Management.
Software Product and Inventory Details by Asset Ref	This report provides details of software product licenses and inventory items. You will find this report in Asset Management.
Software Product and Inventory Details with Stakeholders	This report provides details of software product licenses and inventory items, including details of Stakeholders that are linked to each license and item. You will find this report in Asset Management.
Software Product and Inventory Purchases	This report provides details of Software Product license and Inventory item purchases, including a summary count of quantity in each Available, Unavailable, In Use, Reserved and Retired asset pools. You will find this report in Asset Management.
Software Product and Inventory Summary	This report provides a summary of software product licenses and inventory items. You will find this report in Asset Management.
Transaction History	This report provides details of asset management transactions on Software Products and Inventory items. You will find this report in Asset Management.
Usage Trend	This report provides details of asset management usage trend on Software Products and Inventory items. You will find this report in Asset Management.
CMDB Summary – Unlinked CMDB Items	This report contains summary information for CMDB items that are not linked to any other items within the CMDB.
CMDB Summary – Agreement Details by Agreement Reference	This report provides details of Agreements that match the selected criteria. You will find this report in CMDB Summary – Agreement Details.
CMDB Summary – CMDB Items by External Supplier	This report provides details of CMDB items that are associated with an external supplier via a linked contract. Only CMDB items that have at least one linked contract will be included in this report. You will find this report in CMDB Summary – CMDB Item Details.
CMDB Summary – Configuration Item Details by CI Reference	This report contains a summary of Configuration Item data for active Configuration Items that match the selection criteria. You will find this report in CMDB Summary – Configuration Item Details.
CMDB Summary – Configuration Item Details with Audit Trail Details	This report contains a summary of Configuration Item data for active CIs that match the selection criteria. Complete audit trail information is provided fro each CI. You will find this report in CMDB Summary – Configuration Item Details.
CMDB Summary – Configuration Item Details with Linked CMDB Items	This report contains a summary of Configuration Item data for active CIs that match the selection criteria. For each CI, information is provided on any CMDB items that are linked to the CI. Only CIs with linked CMDB items are included in the report. You will find this report in CMDB Summary – Configuration Item Details.
CMDB Summary – Contract Details by Contract Reference	This report provides details of Contracts that match the selected criteria. You will find this report in CMDB Summary – Contract Details.
CMDB Summary – Contract Details by Expiry Date	This report provides details of Contracts that are approaching expiry. You will find this report in CMDB Summary – Contract Details.
CMDB Summary – User Details by User Name	This report provides details of users that match the selected criteria. You will find this report in CMDB Summary – User Details.
CMDB Summary – User Details with Organization Details	This report provides a summary of user information and details of the organization to which the user is associated. You will find this report in CMDB Summary – User Details.
CMDB Summary – Location Details by Location Name	This report provides details of locations that match the selected criteria. You will find this report in CMDB Summary – Location Details.
CMDB Summary – Organization Details by Organization Name	This report provides details of organizations that match the selected criteria, including the primary location for the each organization. You will find this report in CMDB Summary – Organization Details.
CMDB Summary – Organization Details with Contracts	This report provides details of organizations that match the selected criteria, as well as details of all contracts linked to each organization. You will find this report in CMDB Summary – Organization Details.
CMDB Summary – Organization Details with Contracts and Linked CMDB Items	This report provides details of Organizations, including details of the Contracts and CMDB Items that are linked to each organization. You will find this report in CMDB Summary – Organization Details.
CMDB Summary – Organization Details with Linked Locations	This report provides details of organizations that match the selected criteria, as well as details of all locations linked to each organization. You will find this report in CMDB Summary – Organization Details
CMDB Summary – Service Action Details by Service Action Reference	This report contains a summary of Service Action data for active Service Actions that match the selection criteria. You will find this report in CMDB Summary – Service Action Details.
CMDB Summary – Service Action Details with Audit Trail Details	This report contains a summary of Service Action data for active Service Actions that match the selection criteria. Complete audit trail information is provided for each Service Action. You will find this report in CMDB Summary – Service Action Details.
CMDB Summary – Service Action Details with Linked CMDB Items	This report contains a summary of Service Action data for active Service Actions that match the selection criteria. For each Service Action, information is provided on any CMDB items that are linked to the Service Action. Only Service Actions with linked CMDB items are included in the report. You will find this report in CMDB Summary – Service Action Details.
CMDB Summary – Service Bundle Details by Service Bundle Reference	This report contains a summary of Service Bundle data for active Service Bundles that match the selection criteria. You will find this report in CMDB Summary – Service Bundle Details.
CMDB Summary – Service Bundle Details with Audit Trail Details	This report contains a summary of Service Bundle data for active Service Bundles that match the selection criteria. Complete audit trail information is provided for each Service Bundle. You will find this report in CMDB Summary – Service Bundle Details.
CMDB Summary – Service Bundle Details with Linked CMDB Items	This report contains a summary of Service Bundle data for active Service Bundles that match the selection criteria. For each Service Bundle, information is provided on any CMDB items that are linked to the Service Bundle. Only Service Bundle with linked CMDB items are included in the report. You will find this report in CMDB Summary – Service Bundle Details.
CMDB Summary – Service Details by Service Reference	This report contains a summary of Service data for active Services that match the selection criteria. You will find this report in CMDB Summary – Service Details.
CMDB Summary – Service Details with Audit Trail Details	This report contains a summary of Service data for active Services that match the selection criteria. Complete audit trail information is provided for each Service. You will find this report in CMDB Summary – Service Details.
CMDB Summary – Service Details with Linked CMDB Items	This report contains a summary of Service data for active Services that match the selection criteria. For each Service, information is provided on any CMDB items that are linked to the Service. Only Services with linked CMDB items are included in the report. You will find this report in CMDB Summary – Service Details.
CMDB Summary – Service Order Details with Linked Items	This report provides details of Service Orders that match the selected criteria. For each Service Order, information is provided on any CMDB items that are linked to the Service Order. Only Service Orders with linked CMDB items are included in the report. You will find this report in CMDB Summary – Service Order Details.
CMDB Summary – Subscriber Group Details with Linked Item	This report contains a summary of subscriber groups that match the selection criteria. For each subscriber group, information is provided on any items that are linked to the subscriber group. You will find this report in CMDB Summary – Subscriber Group Details.
CMDB Summary – Linked CMDB Items (Higher)	This report displays parent linkages, up to four levels higher than the selected CMDB item. You will find this report in Linked CMDB Items.
CMDB Summary – Linked CMDB Items (Lower)	This report displays child linkages, up to four levels lower than the selected CMDB item. You will find this report in Linked CMDB Items.

Demo Report

The following demo report is available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Demo Reports group to expand it if necessary and then select a report to display the details.

Report	Description
Demo Report	This report is for demonstration purposes.

Federated CMDB Reports

The following Federated CMDB reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Federated CMDB Reports group to expand it if necessary and then select a report to display the details.

Report	Description
Federated CMDB Summary – Discrepancy Report	This report provides information on field discrepancies between CMDB items and linked external resources.
Imported Resources Linked to Existing CMDB Items	This report provides information on imported resources that were linked to pre-existing CMDB Items during an initial data import. The report is designed to provide a means to manually check the data from an automated import. The data in this report will be of most use when first importing and setting up a federated CMDB. Please note that the historical data available for this report will be limited to the timeframe set in Administration for the expiration of Event Messages.

Report

Description

Federated CMDB Summary – Discrepancy Report

This report provides information on field discrepancies between CMDB items and linked external resources.

Imported Resources Linked to Existing CMDB Items

This report provides information on imported resources that were linked to pre-existing CMDB Items during an initial data import. The report is designed to provide a means to manually check the data from an automated import. The data in this report will be of most use when first importing and setting up a federated CMDB. Please note that the historical data available for this report will be limited to the timeframe set in Administration for the expiration of Event Messages.

Incident Management Reports

The following Incident Management reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Incident Management Reports group to expand it if necessary and then select a report to display the details.

Report	Description
Incident Statistics – Incident Management KPI Report	This report provides an overview of performance against Incident Management Key Performance Indicators (KPI). The report provides an assessment of performance for each KPI during the specified period.
Incident Statistics – Incidents Resolved on First Contact	This report provides statistical information on the total number of Incidents logged the percentage of those Incidents that were resolved on first contact. Incident statistics are shown by group and analyst. The average time spent on calls by a group is calculated as the sum of the total time spent on each call divided by the total number of calls logged for the group.
Incident Trend – Incident Hourly Logging Rate	This report enables management to analyze service desk workload and staffing needs. It shows a graphical comparison of the average number of Incidents logged each hour for two specified date ranges, based on 5 working days a week. An additional hourly breakdown of Incidents by Service and Type is provided for the second of the two ranges specified. This breakdown is given for the 12 hour period between 7am and 7pm.

IPK Reports

The following IPK reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the IPK Reports group to expand it if necessary and then select a report to display the details. You may need to expand a further group to access the relevant report.

Report	Description
IPK Data Export	This report summarises current call data in tabular format enabling data export. Please note that report columns are not sized to the display data included in the columns. The purpose of the report is to provide export capability, rather than on-screen viewing. Please also note that historical call data is not included in this report.
IPK Statistics – Breached Calls Closed with Breach Reason	This report provides details of Breached Calls with a Breach Reason.
IPK Statistics – Calls Resolved on First Contact	This report provides statistical information on the total number of calls logged and resolved in the period, and the percentage of those calls that were resolved on first contact. Call statistics are shown by group and analyst. The average time spent on calls by a group is calculated as the sum of the total time spent on each call divided by the total number of calls logged for the group. Resolved on first contact is when a call is resolved and/or closed on the first action. Saving a call, or logging a call through the User Portal are not counted as actions. Deferring a call does however count as an action.
IPK Statistics – Closed Calls with Linked Underpinning Contracts	This report provides statistical data on calls closed during a specified period where the call has a linked Underpinning Contract. Statistics are broken down by Closure Reason and Underpinning Contract name. Note that only closed calls that have an Underpinning Contract associated will be included in the report totals.
IPK Statistics – IPK Activity Report	This report provides a summary of calls that have been opened, resolved, closed and reopened during the defined period. The report also provides a comparison of these figures with the results from the previous period of the same duration.
IPK Statistics – IPK Activity Report by CMDB Item Type	This report provides a summary of calls that have been opened, resolved and closed during the defined period. The report also provides a comparison of these figures with the results from the previous period of the same duration.
IPK Statistics – IPK Group Workload	This report assists managers to regulate the workload of their team. It provides a summary by group and analyst of time spent on calls. The report displays data for an analyst’s default group only. This report calculates time that was dedicated to a call during the specified period. It does not include time spent by the analyst on the call before or after the reporting period.
IPK Statistics – Top Ten CMDB Report	This report provides a statistical summary of the top ten CMDB Items for calls that were logged during the specified period.
IPK Statistics – Top Ten Report	This report provides a statistical summary of the top ten Organisations, Services, Types and Reasons for calls that were logged during the specified period.
IPK Statistics – Top Ten Report, with Call Type Breakdown	This report provides a statistical summary of the top ten Organisations, Types, Reasons, Users and Locations for calls that were logged during the specified period.
IPK Summary – Call Linkage with Workaround Details	This report provides a summary of parent-child linkages between calls and details of workarounds defined for the parent call. Selection Criteria is based on linked calls and if a call is found in the report which meets the criteria, parent call will be included in the report even if they do not match the Selection Criteria. As workarounds are copied from parent to child, the workaround detail is only displayed once, at the parent level.
IPK Summary – Open and Unresolved by Analyst	This report displays a summary of current calls that have been open and unresolved for longer than the specified period. The report is sorted by support analyst and support group, with the calls grouped by priority. The report starts a new page for each analyst's outstanding calls.
IPK Trend – Call Hourly Logging Rate	This report enables management to analyze service desk workload and staffing needs. It shows a graphical comparison of the average number of Calls logged each hour for two specified date ranges, based on 5 working days a week. An additional hourly breakdown of Calls by Service and Type is provided for the second of the two ranges specified. This breakdown is given for the 12 hour period between 7am and 7pm.
IPK Statistics – Calls Logged in Period, by 3^rd Tier Type	This report provides statistical data on calls logged during a specified period. Statistics are broken down by Type and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Configuration Item	This report provides statistical data on calls logged during a specified period. Statistics are broken down by Configuration Item and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Logging Group	This report provides statistical data on calls logged during a specified period. Statistics are broken down by logging group and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Organization	This report provides statistical data on calls logged during a specified period. Statistics are broken down by organization and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Priority	This report provides statistical data on calls logged during a specified period. Statistics are broken down by Priority and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Service	This report provides statistical data on calls logged during a specified period. Statistics are broken down by Service and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Service Action	This report provides statistical data on calls logged during a specified period. Statistics are broken down by Service Action and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Service Bundle	This report provides statistical data on calls logged during a specified period. Statistics are broken down by Service Bundle and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Source	This report provides statistical data on calls logged during a specified period. Statistics are broken down by source of call and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Statistics – Calls Logged in Period, by Type	This report provides statistical data on calls logged during a specified period. Statistics are broken down by top-tier Type and further broken down by IPK Status (Incident/Problem/Known Error/Service Request, etc). You will find this report in IPK Statistics – Calls Logged in Period.
IPK Summary – Call Details by Call Number	This report contains incident information for the calls that match the selection criteria. You will find this report in IPK Summary – Call Details.
IPK Summary – Call Details by Service and Service Action	This report provides a summary of call information, grouped by Service, with a secondary grouping by Service Action and sorted by the total number of associated calls. The report allows easy identification of services that are causing a high level of calls to be logged, and allows for analysis of the type of calls that are associated with the various services. You will find this report in IPK Summary – Call Details.
IPK Summary – Call Details by Service and Service Bundle	This report provides a summary of call information, grouped by Service, with a secondary grouping by Service Bundle and sorted by the total number of associated calls. The report allows easy identification of services that are causing a high level of calls to be logged, and allows for analysis of the type of calls that are associated with the various services. You will find this report in IPK Summary – Call Details.
IPK Summary – Call Details by Service and Type	This report provides a summary of call information, grouped by Service, with a secondary grouping by Type and sorted by the total number of associated calls. The report allows easy identification of services that are causing a high level of calls to be logged, and allows for analysis of the type of calls that are associated with the various services. You will find this report in IPK Summary – Call Details.
IPK Summary – Call Details by Type	This report provides a summary of call information, grouped by tier-1Type. You will find this report in IPK Summary – Call Details.
IPK Summary – Call Details with Audit Trail	This report contains information for calls that match the selection criteria. Complete audit trail information is provided for each call. You will find this report in IPK Summary – Call Details.
IPK Summary – Call Details with Call History	This report contains information for calls that match the selection criteria. The report includes complete call history information for each record. You will find this report in IPK Summary – Call Details.

Knowledge Management Reports

The following Knowledge Management reports are available. They are all held in the Knowledge Management Reports group in the Reporting explorer pane.

Report	Description
Knowledge Creation – Performance by Group	This report provides an organization-wide overview of knowledge creation performance by analysts in a knowledge group. A summary is provided of entries created, rated, published and linked to calls for each analyst within the group.
Knowledge Creation – Performance by Analyst	This report measures the performance of analysts as knowledge creators. It provides a range of performance measures for knowledge entries created by an analyst.
Knowledge Editing – Performance by Analyst	This report measures the performance of analysts as knowledge creators. It provides a range of performance measures for knowledge entries created by an analyst. This report focuses solely on entries that were edited during the specified reporting period.
Knowledge Editing – Performance by Group	This report provides an organization-wide overview of knowledge creation performance by analysts in a knowledge group. A summary is provided of entries created, rated, published and linked to calls for each analyst within the group. This report focuses solely on entries that were edited during the specified reporting period.
Knowledge Management Data Export	This report summarises knowledge management data in tabular format, enabling data export. Please note that report columns are not sized for on-screen display of data. The purpose of the report is to provide export capability, rather than on-screen viewing. Please note that knowledge history data will not be included in this report.
Knowledge Statistics – Knowledge and IPK Management	This report is designed to demonstrate the value of knowledge management to the IPK resolution process, and the degree to which IPK analysts are contributing to the knowledge bank. The report is most beneficial when calls are linked to the knowledge entry that was used to resolve the call. Provided is high level both categorical data, and detailed call-by-call tables to permit further analysis.
Knowledge Usage - by Type	This report provides a summary of knowledge use over time, by article type.
Knowledge Summary – Knowledge Item Details	This report provides a summary of knowledge data for knowledge items that match the selection criteria.
Knowledge Summary – Knowledge Item Details, with Audit Trail	This report provides a summary of knowledge data for knowledge items that match the selection criteria, including the audit trail for those items.
Knowledge Summary – Knowledge Status, by Profile	This report provides a summary of the current status of entries as at the time the report is run. Knowledge entry status is broken down by knowledge profile.

Problem Management Reports

The following Problem Management reports are available. They are all held in the Problem Management Reports group in the Reporting explorer pane.

Report	Description
Problem Statistics – Problem Management KPI Report	This report provides an overview of performance against Problem Management Key Performance Indicators (KPI). The report provides an assessment of the performance against each KPI during the specified period.
Problem Summary – Calls Linked to Logged Problems	This report provides a summary of calls that are linked to problems that were logged during a specified period.
Problem Trend – by CMDB Item Type	This report enables management to analyze service desk workload and staffing needs. It shows a graphical comparison of the number of Problems logged by CMDB Item Type for the twelve weekly/monthly periods. An additional CMDB Item breakdown of Problem is provided.

Self Service Portal

The following Self Service Portal reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Self Service Portal group to expand it if necessary and then select a report to display the details. Some are contained within their own Groups.

Report	Description
Portal Statistics –Self Service Portal Usage for Call Logging	This report provides a comparison of User Portal usage to other methods of call logging. Displayed are total calls logged within the specified date range for each user and organization, compared to calls logged via the portal for the same time period.
Quality of Information Logged via the Portal	This report uses statistics on calls logged via the portal to assess the quality of information being supplied by portal users. The analysis of quality is based upon the percentage of calls resolved on first contact. When the quality and completeness of information provided is high, then there will be less need to follow up with the user for more information, and the call is more likely to be resolved immediately. For each service, the report provides a breakdown of the total number of calls logged, and the percentage of those calls that were resolved on first contact.
Reports Available via the Self Service Portal	This report provides details of the pre-generated reports that are currently available via the Self Service portal.
Portal Statistics – Knowledge available via Portal, by CMDB Item	This report provides a comparison of knowledge items available via the user portal and the main application. Analysis is provided of the top ten CMDB Items most hit via the portal, with a comparison to the information for these item types that is available via the main application. You will find this report in Portal Statistics – Knowledge Available via Portal
Portal Statistics – Knowledge available via Portal, by Type	This report provides a comparison of knowledge items available via the user portal and the main application. Analysis is provided of the top ten areas of knowledge most hit via the portal, based upon top-tier type of the knowledge. A comparison is provided to the information for these top-tier types that is available via the main application. You will find this report in Portal Statistics – Knowledge Available via Portal

SLM Reports

The following Service Level Management reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the SLM Reports group to expand it if necessary and then select a report to display the details. Some are contained within their own groups, as indicated below

Report	Description
SLM 12 Month Trend – Items that Met and Breached Agreements	This report provides a trend analysis of calls, requests and tasks that met or breached their associated SLA, OLA or UC over a 12-month period.
SLM Call Data Export	This report summarizes SLM call data in tabular format, enabling data export. Please note that report columns are not sized for on-screen display of data. The purpose of the report is to provide export capability, rather than on-screen viewing.
SLM Request Data Export	This report summarizes SLM request data in tabular format, enabling data export. Please note that report columns are not sized for on-screen display of data. The purpose of the report is to provide export capability, rather than on-screen viewing.
SLM Statistics – SLA Snapshot, by Agreement	This report provides a snapshot of progress against SLA targets, broken down by agreement. The report analyzes calls resolved within a specified period and shows the percentage of those calls that are linked to SLA agreement. You will find this report in SLA Snapshot.
SLM Statistics – SLA Snapshot, by Priority	This report provides a snapshot of progress against SLA targets, broken down by priority. The report analyzes calls resolved within a specified period and shows the percentage of calls for each priority that met and failed their SLA. You will find this report in SLA Snapshot.
SLM Statistics – SLA Snapshot, by Service Type	This report provides a snapshot of progress against SLA targets, broken down by Service Type. The report analyzes calls resolved within a specified period and shows the percentage of those calls that met and failed the associated SLA agreement. You will find this report in SLA Snapshot.
Calls Covered by SLA Agreement, by Organization	This report provides a view on the completeness of coverage of Service Level Agreements that have been established. The report provides an analysis of calls logged that were linked to a SLA Agreement compared to total Calls Covered by Agreements, by Organization You will find this report in SLM Statistics .
Calls Covered by Agreements, by Organization	This report provides a view on the completeness of coverage of Service Level Agreements that have been established. The report provides an analysis of calls logged that were linked to Agreements (SLA, OLA, UC) compared to total calls logged during the specified time period. You will find this report in SLM Statistics .
Calls Resolved Within Agreed Response Time	This is a KPI report, showing the overall performance of the service desk in regard to Service Level Agreements assigned to calls. For each agreement, the report shows the number and percentage of calls which were resolved within the agreed resolution time. You will find this report in SLM Statistics .
Agreement Stop Clock	This report provides a graphical summary and list of all Calls that have had their SLA, OLA or UC clocks stopped. You will find this report in SLM Summary.
Calls Breaching SLA Agreement	This report provides a summary of calls that have breached SLA Agreements, broken down by SLA Resolve, First Call back, and Response agreements. You will find this report in SLM Summary.
Items Failing Agreement Events	This report displays a list of calls, requests, and tasks that failed to meet their service agreement events. You will find this report in SLM Summary.
Service Disruption Report	This report provides details of call that have been automatically logged via event management and passed to the service desk for a closure reason. You will find this report in SLM Summary.
Time Spent on Breached Calls by Analyst and Group	This report provides an analytical summary of time spent on calls that breached SLA Resolve agreement. Detailed information on analysts owning the call is also displayed and can be compared against OLA time. You will find this report in SLM Summary.
Time Spent on Breached Calls by Group	This report provides analytical information on Calls breaching SLA Resolve agreements and the time held by groups compared against OLA time. You will find this report in SLM Summary.
Call OLA Resolve Compliance by Service	This report provides an analytical of Calls meeting and breaching OLA resolve events as a subset of the total number of calls resolved. Details of Calls breaching OLA resolve events are listed in this report. You will find this report in SLM Trend.
Call SLA Resolve Compliance by Resolved Date (Month)	This report provides an analytical of Calls meeting and breaching SLA resolve events as a subset of the total number of calls resolved. Details of Calls breaching SLA resolve events are listed in this report. You will find this report in SLM Trend.
Call SLA Resolve Compliance by Service	This report provides an analytical of Calls meeting and breaching SLA resolve events as a subset of the total number of calls resolved. Details of Calls breaching SLA resolve events are listed in this report. You will find this report in SLM Trend.
Call SLA Resolve Compliance by Type	This report provides an analytical of Calls meeting and breaching SLA resolve events as a subset of the total number of calls resolved. Details of Calls breaching SLA resolve events are listed in this report. You will find this report in SLM Trend.
Call SLA Resolve Compliance by Logged Date (Month)	This report provides an analytical view of Calls meeting and breaching SLA response events as a subset of the total number of calls logged. Details of Calls breaching SLA response events are listed in this report. You will find this report in SLM Trend.
Call SLA Resolve Compliance by Service	This report provides an analytical view of Calls meeting and breaching SLA response events as a subset of the total number of calls logged. Details of Calls breaching SLA response events are listed in this report. You will find this report in SLM Trend.
Call SLA Resolve Compliance by Type	This report provides an analytical view of Calls meeting and breaching SLA response events as a subset of the total number of calls logged. Details of Calls breaching SLA response events are listed in this report. You will find this report in SLM Trend.
Call UC Resolve Compliance by Service	This report provides an analytical of Calls meeting and breaching UC resolve events as a subset of the total number of calls resolved. Details of Calls breaching UC resolve events are listed in this report. You will find this report in SLM Trend
Service Demand Report	This report provides details of Service Demand You will find this report in SLM Trend.
Service Level Agreement Monitoring Chart	Service achievements against agreed service levels You will find this report in SLM Trend.

Templates

The following report templates are available. They are all held in the Templates group in the Reporting explorer pane.

Report	Description
Service Manager Template – Landscape	This is a blank reporting template based on a landscape page orientation. Analysts can use this template to design their own reports.
Service Manager Template – Portrait	This is a blank reporting template based on a portrait page orientation. Analysts can use this template to design their own reports.

Report

Description

Service Manager Template – Landscape

This is a blank reporting template based on a landscape page orientation.

Analysts can use this template to design their own reports.

Service Manager Template – Portrait

This is a blank reporting template based on a portrait page orientation.

Analysts can use this template to design their own reports.

Tickets

The following Tickets reports are available. Ticket reports are accessed from the menu bar of the Search window for the entity, such as CMDB Search, Call Search or Calls Outstanding, after the individual record is selected in the results table. Ticket reports can also be accessed from within the Details window of the entity, in the Explorer Pane, and on the menu bar.

Report	Additional Notes
Agreement Report	The report is printed either via the print icon on the menu bar, or from the explorer option on the Agreement Details screen.
Bulletin Board Report	The report is printed either via the print icon on the menu bar, or from the explorer option on the Bulletin Details screen.
Call Report	The report is printed either via the print icon on the menu bar in the Call Details, or from the explorer option on the Call Details screen.
Change Calendar Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Change Calendar Details screen.
CMDB Item Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the CMDB Item Details screen.
Contract Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Contract Details screen.
Cost Center Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Cost Center Details screen.
External Supplier Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the External Supplier Details screen.
Jurisdiction Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Jurisdiction Details screen.
Knowledge Entry Report	This report is printed from the simplified view of the Knowledge entry that is returned after a knowledge search, not from the Knowledge Administration view.
Location Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Location Details screen.
Organization Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Organization Details screen.
Person Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Person Details screen.
Request Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Request Details screen.
Service Order Report	The report is printed via the print icon on the menu bar.
Subscriber Group Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Subscriber Group Details screen.
Task Report	The report is printed either via the print icon on the menu bar, or from an explorer option on the Task Details screen.

Timesheet Reports

The following Timesheet reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Timesheet Reports group to expand it if necessary and then select a report to display the details.

Report	Description
Timesheet Statistics – Utilization, by Analyst	This report provides statistical data on the time spent by analysts on request tasks during a specified period. Detail of time spent is grouped by the default workflow group of the analyst. An average 7.5 hour day is used to calculate available work hours from 9:00 to 5:30, with a standard 1 hour lunch.
Timesheet Statistics – Utilization, by Workflow Group	This report provides statistical data on the time spent by analysts on request tasks during a specified period. Detail of time spent is grouped by the default workflow group of the analyst. An average 7.5 hour day is used to calculate available work hours from 9:00 to 5:30, with a standard 1 hour lunch.
Timesheet Summary – Request Budget Comparison	This report provides a comparison of the budgeted and actual hours and costs for selected requests.
Timesheet Summary – Analyst Time (Call – Request Summary)	This report displays timesheet details for analyst(s) over the selected period of time. Timesheet information is provided for both calls and requests. Information in the report is grouped and totalled by analyst.
Timesheet Summary – Analyst Time (Call – Task Summary)	This report displays timesheet details for analyst(s) over the selected period of time. Timesheet information is provided for both calls and tasks. Information in the report is grouped and totaled by analyst.
Timesheet Summary – Time by Analyst	This report displays a breakdown of time spent on calls and tasks by an analyst over the selected period of time. For each analyst, information can be sorted by Organization, User or Call/Request.
Timesheet Summary – Time by Analyst, by Activity Type	This report displays a breakdown of time spent on calls and tasks by an analyst, and further broken down into activity type over the selected period of time. For each analyst, information can be sorted by Organization, User or Call/Request.
Timesheet Summary – Time by Organization	This report displays a breakdown of time spent on calls and tasks for an organization over the selected period of time. For each organization, information can be sorted by Call/Request, User or Analyst.
Timesheet Summary – Time by Organization, by Activity Type	This report displays a breakdown of time spent on calls and tasks for an organization, broken down into activity type, over the selected period of time. For each organization, information can be sorted by Call/Request, User or Analyst.
Timesheet Summary – Timesheet by Request	This report provides itemized details & time for all task activity against a particular request (or set of Requests), within specified timeframes. Times are shown in both hours and days, with a 7.5 hour day used to calculate days.

User Survey

The following User Survey reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Useer Survey group to expand it if necessary and then select a report to display the details.

Report	Description
User Survey Report	This report provides results of user surveys that have been sent.
User Survey Summary – No Email Address	This report lists the users to whom surveys could not be sent because they do not have an email address.
User Survey Summary – Survey Sent	This report provides details of user surveys that have been sent.

Workflow Management Reports

The following Timesheet reports are available.

Display the Reporting window, if it is not already on screen.

Select Menu and then Reports. From the submenu, select Run a Report . Alternatively, select the Reports button on the wrapper if visible, and then Run a Report.
The Explorer pane on the left of the window contains a list of reports, covering both current and historical data, organized into groups. Some reports and groups are orange, indicating that further reports have been created based on the system standard one.
Select the Workflow Management Reports group to expand it if necessary and then select a report to display the details. Some of the reports are contained within their own groups, as indicated below.

Report	Description
Request Scheduling – Summary of Scheduled Requests	This report provides summary information for request schedules that match the selection criteria.
Workflow Data Export	This report summarises request and task data in tabular format, enabling data export. Please note that report columns are not sized for on-screen display of data. The purpose of the report is to provide export capability, rather than on-screen viewing.
Workflow Statistics – Requests by Phase	This report graphically displays the current phase of requests matching the selection criteria. Details of the requests are provided, grouped by the current phase of the request.
Workflow Statistics – Workflow Management KPI Report	This report provides an overview of performance against Change Management Key Performance Indicators (KPIs). The report provides an assessment of performance against each KPI during the specified period.
Workflow Summary – Outages by Request	This report allows users to determine the impact of implementing selected change requests. The report provides information on all outages associated with a request, and a listing all of CMDB items linked to the request.
Workflow Summary – Request Budget Versus Actual	This report provides a comparison of the budgeted and actual running total for cost, time, and expenses accumulated against a request.
Workflow Summary – Requests by Change Calendar	This report provides a summary of requests associated with specific change calendars and change windows.
Workflow Summary – Task Budget Versus Actual	This report provides a comparison of the budgeted and actual running total for cost, time, and expenses accumulated against a task.
Request Summary – Request Details by Request Number	This report provides a summary of request data for requests that match the selection criteria. You will find this report in Request Details.
Request Details with Audit Trail	This report provides a summary of request and task information, including complete audit trail data, for requests that match the selection criteria. You will find this report in Request Details.
Request Summary – Request Details with CMDB Details	This report provides a summary of request data for requests that match the selection criteria. For each request, information is provided on the linked CMDB items. You will find this report in Request Details.
Request Summary – Request Details with Req/Task History	This report provides a summary of request and task information for requests that match the selection criteria. You will find this report in Request Details.
Request Summary – Request Details with Task Details	This report provides a summary of request and task information for requests that match the selection criteria. You will find this report in Request Details.
Task Summary – Task Details by Task Number	This report provides a summary of task data for tasks that match the selection criteria. You will find this report in Task Details.
Task Summary – Task Details with Task History	This report provides a summary of task data and a complete task history for tasks that match the selection criteria. You will find this report in Task Details.
Workflow Statistics – Request Breakdown, by Implementation Profile	This report provides statistical information for requests, broken down by Implementation Profile. You will find this report in Workflow Statistics – Request Breakdown
Workflow Statistics – Request Breakdown, by Implementation State	This report provides a statistical comparison of the number and percentage of requests that were implemented and not implemented during a specified period. To be included in this report, a request must be created within the specified creation period and the request must also have been completed. This report does not include data for Workflow Templates - only instances of created change requests. You will find this report in Workflow Statistics – Request Breakdown.
Workflow Summary – Forward Schedule of Change Change Schedule by Change Calendar	This report provides a summary of Change Calendar details and Requests with linked CMBD details matching the selection criteria. Workflow templates are not included. You will find this report in Workflow Summary – Forward Schedule of ChangeChange Schedule.
Workflow Summary – Forward Schedule of Change Change Schedule by Request	This report provides a summary of Request data, linked CMDB details and Change Window details matching the selection criteria. Workflow templates are not included. You will find this report in Workflow Summary – Forward Schedule of ChangeChange Schedule.
Workflow Trend – Implementation Success, by Request Type	This report allows a comparison of the level of implementation success between two chosen time frames. The report compares the number and percentage of successful implementations with the total requests created during the two timeframes. This information is broken down based upon the request type. Only new requests are included in calculations - the creation of a workflow template is not included in the report totals. You will find this report in Workflow Trend – Implementation Success.
Workflow Trend – Implementation Success, by Workflow Template	This report allows a comparison of the level of implementation success between two chosen time frames. The report compares the number and percentage of successful implementations with the total requests created during the two timeframes. This information is broken down based upon the Workflow Template used to create the request. Only new requests are included in calculations - the creation of a workflow template is not included in the report totals. You will find this report in Workflow Trend – Implementation Success.