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Service Desk 2.0 > Reports and charts in Service Desk 2.0 / SLA report

SLA report

This tab includes several reports displaying statistics on how well the company complies with established service delivery standards:

You can export any report to .xlsx or .pdf format for archiving or presentation purposes. To do this:

  1. On the report page, click the services-sla-report-1 icon in the top-right corner.
  2. Choose the format and click Generate.
  3. Download the generated file to your computer.

Basic report

Helps identify SLA breaches in handling requests for specific services.

Displays:

  • Total number of requests.
  • Number of requests in progress and completed.
  • Number of overdue requests.
  • Percentage of overdue, returned, and active requests relative to total requests.
  • Count and percentage of overdue requests relative to active ones.

Low performance metrics may indicate the need for process improvements.

Select a period or a specific service or service catalog to display the data

Periods of service and service catalog unavailability

This report tracks instances and causes of service and catalog unavailability.

Service disruptions may prevent certain services from being delivered. To avoid SLA violations, operators can assign services and catalogs a full or partial unavailability status, limiting request creation.

Service availability and interruptions during business hours are key indicators of service quality. This report shows:

  • dates and times of unavailability;
  • duration of downtime during business hours;
  • whether the unavailability was planned;
  • unavailability category;
  • root cause.

To generate the report, select a time period and specify which services or catalogs to display. Data comes from the History of Unavailability tab in the service or catalog page.

You can filter by unavailability category and type.

Service availability during business hours

Displays the availability percentage of each service during the company’s business hours.

The percentage is affected by the length of downtime. If there were no issues during the selected period, availability is 100%. If a service was marked unavailable, the percentage decreases.

Select a time range and a specific service catalog to build the report.

Use this data to monitor technical and service quality.

Availability of service and service catalogs

Tracks unplanned unavailability and the impact of technical failures on overall service availability.

The table shows how often a service was unavailable and how many of those were unplanned outages.

This helps identify the number of incidents and time spent resolving them. If disruptions significantly impact client access, corrective actions may be needed.

Choose a time period and whether to view statistics by services, catalogs, or both.

SLA compliance

Displays metrics on request processing without SLA breaches. The table shows total requests for the period and how many were completed on time.

The completion percentage includes both on-time and overdue requests. If there are violations, the percentage drops below 100%.

The report includes all request types and services, helping identify issues with specific services or request types.

Set the date range, and use filters for services or catalogs. To view metrics for a specific operator, select them from the dropdown.

Support group report

Displays the number of requests assigned to a specific tech support group.

Shows:

  • Total requests assigned to the group.
  • Number of requests in progress and completed.
  • Number of overdue requests.
  • Percentage of overdue, returned, and active requests relative to total assigned.
  • Number and percentage of overdue requests among those in progress.

To view the data, choose a period using the support group filter.

services-cost-report.html employee-activity-report.html