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Reduce Service Delivery Friction dashboard

The Reduce Service Delivery Friction dashboard enables you to understand the time taken by Assignment Groups to resolve requests and the impact of increasing requests on the delivery time. occurs if there is a delay in resolving requests.

With this dashboard, you can review the time taken by the various Assignment Group to resolve the number of incoming requests and the impact of an increasing volume of tickets on the delivery time and thereby getting complete insights into the service delivery friction. To review service delivery friction, you need to get insights into item categories under Catalog Item (A catalog item can be defined as a good or service to the customer) that are placed as requests and its corresponding average delivery time by the Assignment Group.

You can also drill down further to the individual level within Assignment Groups to understand the number of requests, assess delivery friction, and provide some recommendations or improvements to mitigate risks in fulfillment of catalog item requests and improve service delivery friction.

The Reduce Service Delivery Friction dashboard enables Leaders and Assignment Group Managers to answer the following business questions:

• Provide summarized views and historical service delivery result trends with top opportunities for continuous improvement across resolution time, delivery friction, and problem remediation
• Highlight top areas for proactive problem remediation and action with visibility into top incident topic clusters that do not yet have associated problems
• Provide visibility into the performance of Leaders and Assignment Groups with worsening MTTR trends, the specific contributing causes and improvement opportunities
• Recommend top catalog items to reduce service delivery friction through visibility across request volume, delivery time and delivery friction performance factors
• Rank customer impact of service delivery and identify associated causes based on the MTTR and delivery friction performance of different type of service tasks

You can use the Item Category, Leader and Group Manager filters in the dashboard to analyze service delivery friction related to Group managers and their Assignment Groups.

The Reduce Service Delivery Friction dashboard consists of the following sections:

• KPIs
  • Avg. Delivery Friction: Displays the average delivery friction of the selected item categories in the last 30 days
  • Recommendation and Researching: Displays recommendations and further actions for improvement plans to reduce service delivery friction. For example, if the Delivery Friction is higher than the average Delivery Friction, then these recommendations can be utilized for researching to reduce service delivery friction.
• Delivery Friction Opportunity Plot: This report is represented as a heat map and enables you to view the average delivery days taken to resolve requests for an item category of a catalog item (where item category is a child of the Catalog Item). The Request volume values are denoted as squares in the heat map and the colors represent the average days taken to fulfil the Request. Red and Green colors signify higher and lower delivery days respectively and the varying shades indicate the intermediate buckets for average delivery days.

  When you select the required item category from the Delivery Friction Opportunity Plot, the corresponding Friction by Catalog Items, Item Performance Factors, and Individual Performance Factors sections are refreshed. For example, you can click the required item category to view specific factors that contribute to delivery friction such as overdue rate and request volume.

• Friction by Catalog Item: This section enables you to view catalog items and its corresponding service delivery performance details such as request count, average delivery days, delivery friction, and 30-day growth. The Item Performance Factors and Individual Performance Factors sections are driven by the Friction by Catalog Item.

  For example, when you select the required Catalog Item, the corresponding Item Performance Factors and Individual Performance Factors metrics such as Wait Time Days, Overdue Days, Request Volume, and so on are refreshed.

  • Catalog Item: Displays items in the catalog for which requests have been created in the last 30 days
  • Request Count: Displays the total number of requests created for Catalog Items in the last 30 days
  • Avg. Delivery Days: Displays the average time take taken to resolve requests in Catalog Items in the last 30 days
  • Delivery Friction: Displays the delivery friction rate for Catalog Items in the last 30 days
  • % of Total Requests: Displays the percentage of Total request at catalog Items for the Assignment Group in the last 30 days
  • 30- Day Growth: Displays the growth of requests volume for the Assignment Group in the last 30 days
• Item Performance Factors: This section enables you to view the volume requests of Assignment Groups in the last 30 days. The Individual Performance Factors and Group Performance Factors sections are driven by the selection from Item Performance Factors graph.

  For example, when you click the required Assignment Group, the corresponding Group Performance Factors and Individual Performance Factors metrics such as Overdue Rate, Wait Time Days, Request Volume, and so on are refreshed.

  • Wait Time (Days): Displays the average wait time (in days) taken by the Assignment Group for resolving requests in the last 30 days
  • Overdue Rate: Displays requests that are overdue for the Assignment Group in the last 30 days
  • Avg Friction Deviation: Deviation between Delivery Friction of selected catalog items and assignment group to the average of delivery friction across organization for that selected catalog item
• Individual Performance Factors: This section enables you to view the individual performance metrics such as Wait Time Days, Request Volume, and so on that contribute to service delivery friction
  • % of Group Friction: Displays the percentage of group friction for the Assignment Group in the last 30 days
  • Delivery Friction : Displays the delivery friction rate of the individual in the last 30 days
  • Request Volume: Displays the volume requests that have been assigned for the individuals in the last 30 days
  • Wait Time (Days): Displays the average wait time (in days) taken by individuals for resolving requests in the last 30 days
  • Overdue Rate: Displays requests that are overdue for Individuals in the last 30 days

Metrics used