6. Incident Reporting

In addition to the preconfigured reports that are included with Service Manager, you can create a variety of reports in SBM to track your incidents.

The following are some example reports:

First Call Resolution
Mean Time to Incident Resolution
Number of Incidents SLA Breaches per Week
Number of Incidents by Category
Number of Escalations

You can also combine reports to create a dashboard or multi-view report like the one created for the Incident Management launch page (Incident Management Dashboards).

Tip: You can create reports to perform keyword searches on auxiliary tables, such as the Workarounds table. To create this type of report, select to report on the table and create a search filter with Title contains Query-at-runtime. When you run the report, you will be prompted to enter your keyword search criteria, and the results will return each workaround that contains the search terms in the title.

For details on creating and running reports, refer to the SBM User Workspace online help.