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Service Request Delivery Impact dashboard

The Service Request Delivery Impact dashboard enables you to review the service delivery impact based on the increase in inflow of requests and the corresponding delivery time. With this dashboard, you can view the most impacted customers and areas (MTTR and delivery friction). After you view the impacted customers', you can drill down further to review the teams who have handled requests.

You can also drill down further to review an individual 's performance on handling requests that caused an impact on customers. You can review the performance of Assignment Groups or Individuals who handle these requests along with any other assignments apart from handling requests such as handling incidents.

The Service Request Delivery Impact dashboard enables business leaders 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 Group Manager filter in the dashboard to analyze data related to service request delivery

The Service Request Delivery Impact dashboard consists of the following sections:

KPIs
- SRD Impacted Teams: Displays the number of teams that are impacted due to a service delivery friction or delay in the service request
- Recommendation and Researching: Displays recommendations further actions to improve the service request delivery .
  For example, if the 30-Day Growth in Delivery Friction is higher than the average 30-Day Growth of Delivery Friction for the Assignment Group Manager, then these recommendations can be utilized to reduce service request delivery and thereby increasing service delivery.
Impacted Teams: The Impacted Teams section is driven by a condition where outliers are flagged when the average service delivery friction or MTTR Growth is greater than 20%. The Assignment group varies based on the selection of either Impacted Teams or All Teams. This section displays teams that are impacted due to a service request delivery friction or due to a delay in the request (increase in MTTR Growth). When you select Impacted Teams, the Highest Impacted Clients by Service Delivery Performance, Delivery Friction & MTTR Impact Analysis, and Individual Performance Impact sections are refreshed.
All Teams: Displays all teams that have all service delivery requests
Highest Impacted Clients by Service Delivery Performance: The Highest Impacted Clients by Service Delivery Performance section is driven by the selection of Impacted Teams or All Teams section. The Highest Impacted Clients by Service Delivery Performance section displays the most impacted clients by service delivery performance in terms of average delivery friction, overdue requests, request backlog, and so on.
- Request Count: Displays the overall request count by the impacted teams in the last 30 days
- Avg. Delivery Friction: Displays the average delivery friction caused in the last 30 days for the impacted team
- Avg Age of Delivery: Displays the average age of delivery days for the Assignment Group in the last 30 days
- Request Backlog: Displays the pending requests of the impacted teams in the last 30 days
- Overdue Requests: Displays request that are past due date in the last 30 days
- Request Count 30-Day Growth: Displays the growth of request counts in the last 30 days
- Avg. Delivery Friction 30-Day Growth: Displays the 30-day growth metric of average delivery friction compared with last to last 30 days
- Avg. Age of Delivery 30-Day Growth: Displays the average age of delivery of 30 days growth when compared to the average age of delivery last to last 30 days compared to last to last 30 days
- Request Backlog 30-Day Growth: Displays the backlog growth of the impacted teams in the last 30 days
- Request Reassignment 30-Day Growth: Displays the reassignment growth rate of requests in the last 30 days
- Composite Opp. Rank: Displays the composite opportunity rank by calculating the ranking of each metric for all records and deriving the average of rank
Delivery Friction and MTTR Impact Analysis: The Delivery Friction and MTTR Impact Analysis is driven by the selection of the Opened by Manager from the Highest Impacted Clients by Service Delivery Performance section. This section enables you to view the total number of requests across all Assignment Groups that help Group Managers to view if the service delivery friction is due to the inflow of requests or due to Incidents the Assignment Group is handling.
- Request Volume: Displays the total volume of requests for the Assignment Group in the last 30 days
- Avg. Delivery Friction: Displays the total average of delivery age from the target delivery age of all service requests for the selected filters
- Avg. Delivery Friction 30-Day Growth: Displays the growth in Average Delivery Friction over the last 30 days
- Request Backlog: Displays the pending requests that are in backlog for the Assignment Group in the last 30 days
- Request Overdue: Displays request that are past due date in the last 30 days
- Request Reassignment 30-Day Growth: Displays the reassignment rate for requests in the last 30 days
- Incident Volume: Displays the count of opened Incidents in the last 30 days
- MTTR 30-Day Growth: Displays the number of MTTR growth in the last 30 days
- Incident Backlog: Displays the total number of Incidents that are in Backlog in the last 30 days
- Incident Reassignment 30-Day Growth: Displays the reassignment growth rate of requests in the last 30 days
- Composite Opp Rank: Displays the composite opportunity rank by calculating the ranking of each metric for all records and deriving the average of ranks
Individual Performance Impact: The Individual Performance Impact section is driven by the selection of Delivery Friction and MTTR Impact Analysis section. This section enables you to analyze the individual 's performance in terms of service delivery.
- Request Volume: Displays the total volume of requests for the Assignment Group in the last 30 days
- Delivery Friction: Displays the delivery friction in the last 30 days
- % of Group Friction: Displays the percentage of group friction in the last 30 days
- Request Backlog: Displays the pending requests that are in backlog as on date for the Individual
- % of Group Request Backlog: Displays the pending requests that are in backlog for the Assignment Group in the last 30 days
- Overdue Rate: Displays the percentage of requests that are past due date in the last 30 days for the individual
- Incident Volume: Displays the total count of incidents for the individuals in the last 30 days
- MTTR (Days): Displays the total number of days taken by the individual to resolve requests in the last 30 days
- % of Group MTTR: Displays the percentage of MTTR between the selected individual to the MTTR of the selected Assignment Group in the last 30 days
- Incident Backlog: Displays the total number of Incidents that are in Backlog as on date for the individual
- % of Group Backlog: Displays the percentage of backlog between the selected individual to the backlog of the selected Assignment Group in the last 30 days
- KB Usage: Displays the percentage of the Knowledge Base (KB) used by the Individuals to resolve requests in the last 30 days

Note: The thresholds defined for KPIs in this dashboard can be configured according to your business needs.

Metrics used

Metric Name	Descriptions
SRD Impacted Teams	Number of teams that are impacted by the Service Request Delivery
Recommendation Metric Value	List of metrics identified for providing recommendations on dashboards
Recommendation Trigger Value	Trigger condition when the recommendation is needed. This is just for info purpose
Avg. Delivery Friction	Displays the total average of delivery age from the target delivery age of all service requests for the selected filters
Request Backlog	Count of Requests that are in the backlog - 'Open' or 'In-Progress' state
Avg. Age of Delivery	Average number of days taken to deliver a request
Request Count 30-Day Growth	Total count of requests in the last 30 days
Overdue Requests	Count of Requests that are past their due date
Avg. Delivery Friction 30-Day Growth	Displays the is 30-day growth in service delivery friction compared to last to last 30 days
Avg. Age of Delivery 30-Day Growth	Average age of delivery of 30 days growth when compared to the average age of delivery last to last 30 days compared to last to last 30 days
Request Backlog 30-day Growth	Backlog growth of requests in the last 30 days
Request Reassignment 30-Day Growth	Reassignment Request growth in the last 30 days
Composite Opp. Rank	Displays the composite opportunity rank by calculating the ranking of each metric for all records and it is across Avg. Delivery Days, Request Volume, 30-Days Growth, and Request Backlog
Incident Volume	Total count of opened Incidents
MTTR 30-Day Growth	30-day growth of MTTR
Incident Backlog	Count of Incidents that are in the backlog - 'Open' or 'In-Progress' state
Incident Reassignment 30-Day Growth	Reassignment of Incident growth in the last 30 days
Impacted Teams	Total number of impacted teams