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ALVAO ISO 20000 Reporting

The module contains a set of reports about the ALVAO Service Desk operation proposed according to the ISO 20000. The reports are intended for Microsoft SQL Server Reporting Services.

Computer Requirements

  • ALVAO Service Desk
  • Microsoft SQL Server Reporting Services

Installation and Activation

The module is distributed as a separate installation package available on demand from your ALVAO system vendor.

The description of how to install reports can be found on the Installing Reports in Microsoft SQL Server Reporting Services site.

The module must be activated with the activation key which you can receive from your ALVAO system vendor. Select the Enter activation key command in the ALVAO WA – Management – License menu and enter the activation key.

Reports

Report name RDL file name Description Parameters
SLA Fulfilling SLA compliance csy.rdl
SLA compliance enu.rdl

Chart:

  • Displays values from the table in the SLA fulfilled column.
Table:
  • Total requirements – the total number of requests resolved in a given month.
  • SLA fulfilled – percentage of requirements from Total requirements,
    where the agreed SLA time to resolve has been met.
 SLA (1 and more)
Services (1 and more)
Failure to fulfill SLA SLA failure csy.rdl
SLA failure enu.rdl

Chart:

  • Displays values from the table in the SLA not fulfilled column.
Top table:
  • Total requirements – the total number of requests resolved in a given month.
  • SLA not fulfilled – percentage of requirements from Total requirements,
    where the agreed SLA time to resolve has been exceeded.
Lower table:
  • The list of resolved requests in the last month
    where the time to resolve was exceeded.
 SLA (1 and more)
Services (1 and more)
Created requests Created requests csy.rdl
Created requests enu.rdl		 Chart:
  • Displays values from the table in Created and Open for solution columns.
Table:
  • Created – the total number of requests created in a given month.
  • Open for solution – the total number of open requests at the end of the given month.
 SLA (1 and more)
Services (1 and more)
Serious events Serious events csy.rdl
Serious events enu.rdl		 Chart:
  • Shows the number of serious events in the given month.
    All requests created in certain services with certain SLAs are considered to be serious events.
Top table:
  • SLA – the number of serious events in a given month with a given SLA.
Lower table:
  • The list of serious events in a given month with detailed information.
 SLA (1 and more)
Services (1 and more)
Note:
Reports are in Czech and English only.
Tip:
After generating the report it is possible to export it into XML, PDF, Word, Excel, etc.

 

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