1 / 54

Hitchhiker's Guide to the Request Data Galaxy

Hitchhiker's Guide to the Request Data Galaxy. About Me. Jarrod Augustson Kinetic Data Employee for 7 years and a member of the Support Team for 5 years Report writer for a total of 13 years at both Kinetic Data and an IT Outsourcing Service Provider. Agenda. Why are reports needed?

vilmos
Download Presentation

Hitchhiker's Guide to the Request Data Galaxy

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Hitchhiker's Guide to the Request Data Galaxy

  2. About Me • Jarrod Augustson • Kinetic Data Employee for 7 years and a member of the Support Team for 5 years • Report writer for a total of 13 years at both Kinetic Data and an IT Outsourcing Service Provider

  3. Agenda • Why are reports needed? • When should you start the Reporting Discussion? • Report Building Process • Report Requirements • Know your Data Entity Relationship Diagram (ERD) • Know your Data Entity Relationship Diagram (ERD) – Nope, not a Duplicate • Building Reports

  4. Why are Reports Needed? • The new VP says so • They look “pretty” • The new customer wants them • ITIL says so: • The objective of service reporting is to analyze and deliver service measurement information to stakeholders, governors, and decision makers in a form that enables action.

  5. When should you start the Reporting Discussion? • PLEASE PLEASE PLEASE start before you design/configure your Service Item • Design your Service Item in order to meet your Reporting needs • It is Very difficult to report on data that does NOT exist

  6. Report Building Process

  7. Report Requirements • Status Summary • Activity (Created, Closed, and Currently Open) • Aging • Past Due Date

  8. Know Your Data (ERD)Found on Kinetic Community SurveyTemplate Survey Question TSK_Tree CustomerSurvey_base SurveyAnswer TSK_Instance

  9. KS_SRV_SurveyTemplate

  10. KS_SRV_SurveyQuestion

  11. KS_SRV_SurveyQuestion – Advanced Tab

  12. TSK_Tree

  13. Magic Happened – We now have a Service Item

  14. Base, Answer, and Task Instance Submission

  15. Know Your Data (ERD)Found on Kinetic Community SurveyTemplate

  16. KS_SRV_SurveyTemplate • This form contains the Definition of the Service Item: • instance Id  Key (Service Item Instance ID) • Service Item Name • Service Catalog

  17. KS_SRV_SurveyTemplate Report

  18. Action Enabled • Determine if your Service Items are applied to the correct Service Catalog

  19. Know Your Data (ERD)Found on Kinetic Community SurveyQuestion

  20. KS_SRV_SurveyQuestion • This form contains the Questions Associated to the Service Item: • SurveyInstanceID  Related back to SurveyTemplate • Question • Answer Data Type (Attachment, Date, Date/Time, Decimal, Dynamic List, Email, Free Text, Integer, List, and Numeric Range) • FieldMapNumber

  21. KS_SRV_SurveyQuestion

  22. Action Enabled • Review Questions asked in your Service Item

  23. Know Your Data (ERD)Found on Kinetic Community TSK_Tree

  24. KS_TSK_Tree • This form contains the Task Tree Information: • Association ID  Relates to SurveyTemplate • Name • Type • Notes • Tree XML

  25. KS_TSK_Tree

  26. Action Enabled • Little Help PLEASE

  27. Know Your Data (ERD)Found on Kinetic Community CustomerSurvey_base

  28. KS_SRV_CustomerSurvey_base • This form contains the Base Information of the Service Item: • Survey Instance ID  Relates to SurveyTemplate • InstanceId  “CustomerSurveyInstanceID” • Originating ID  Relates Requests to Approvals in Base • CustomerSurvey ID  “KSR00000019667” • Status of the Request and Approval(s) • Create and Completed Dates • All Attributes

  29. KS_SRV_CustomerSurvey_base

  30. Action Enabled • Determine the Resources required for your Service Item

  31. Know Your Data (ERD)Found on Kinetic Community SurveyAnswer

  32. KS_SRV_SurveyAnswer • This form contains the Answers Associated to a Service Item Submission: • CustomerSurveyInstanceID  Related to Base • Question Instance ID  Related to Question • Full Answer

  33. KS_SRV_SurveyAnswer

  34. Action Enabled • Close but…Not quite 

  35. Know Your Data (ERD)Found on Kinetic Community TSK_Instance

  36. KS_TSK_Instance • This form contains the Task Instance Information: • Source_id  Relates to the Base form • Tree_name  Relates to the Tree form • Task name • Def_name • Create Date • Closed Date

  37. KS_TSK_Instance

  38. Action Enabled • Ensure the Approval Process is completed in a timely fashion

  39. Building the Reports • Status Summary • Activity (Created, Closed, and Currently Open) • Aging • Past Due Date

  40. Status SummaryBase

  41. Action Enabled • Too Many In-Progress: • Not the right information collected • To Many Cancelled: • Bad Information

  42. ActivityBase

  43. Action Enabled • Establish an Activity baseline: • With current resources are we able to “keep up”

  44. AgingBase + Question + Answer + Task Instance

  45. Action Enabled • Apply resources to “Old” records

  46. Past Due Date Base + Question + Answer + Task Instance

  47. Action Enabled • Monitor Due Dates for Open records • Apply more resources to Groups/Teams • Ensure the Assigned User is still “valid”

  48. More Interesting Reporting Ideas • Approval Process Reporting • Approval Rate per Service Item • Time spent in the Approval Process

  49. Approval Process Reporting

More Related