Service Catalog Reports

Service Fulfillment & Optimization

The Service Fulfillment & Optimization report provides an overview of service request performance and usage trends across the organization. It focuses on measuring how quickly and effectively services are fulfilled, highlighting potential areas for process improvement and resource allocation.

This report helps identify service delivery bottlenecks, track fulfillment performance, and guide data-driven decisions to optimize operations and meet business needs more effectively by providing the following data:

• Average Fulfillment Time (Days): offers insights into how long, on average, it typically takes to complete service requests
• Min Fulfillment Time (Days): shows the fastest fulfillment period
• Max Fulfillment Time (Days): helps identify the delays in fulfillment
• Service Requests on the Map: visualizes where requests are coming from, potentially highlighting regional trends
• Average Fulfillment Time: a column chart showing the average fulfillment time for the Service Bookings in minutes, split by Service Types (Hardware, Software, Support, etc.)
• Average Approval Time: a column chart showing the average approval time in minutes, split by Service Types (Hardware, Software, Support, etc.)
• Service Requests by Business Unit: breaks down demand by departments, helping prioritize support and resources.
• Most Requested Services: helps identify high-demand Services and lists the top 7 most ordered Services. 
• Least Requested Services: helps identify underutilized Services, guiding optimization of the service catalog. The widget lists the top 7 least ordered Services. 

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created date: from/to
• Type
• Org. Unit
• Service
• Provisioning Date: from/to
• Consumer

Cost Center Invoice

The Cost Center Invoice Report provides a detailed financial overview of service-related expenses within the Service Catalog, allowing organizations to track cost allocation per cost center, service type, and individual orders.

Key Benefits

• Financial Transparency – Provides a clear breakdown of IT service costs for each cost center.
• Better Budgeting & Cost Control – Helps managers track high-cost services and optimize spending.
• Improved Decision-Making – Enables cost comparison across service types, facilitating strategic purchasing.
• Simplified Reporting – Enables easy export and audit of cost center invoices.

By default, the Cost Center is pre-selected, and the report shows information for the Global Cost Center specified in the Filters. The report shows invoices in the user's Preferred Currency, selected in the User Profile. You may change the default values: select the Cost Center for which you want to generate the invoice report, specify the Service Type(s), User, and Provisioning Date.

The following information is displayed:

• Cost Center: This widget shows summarized information about the cost center for which the report is generated, including name, type, and superior organizational unit..
• Invoice Summary: Provides a visual breakdown of total costs associated with a cost center and the total amount invoiced with distribution across different service types (e.g., hardware, software, support, and other services).
• Invoice by Service Type: Pie chart categorization of services based on hardware, software, support, and other service types allows quick identification of which service category incurs the most cost.
• Invoice Details: The table shows detailed information about the available invoices, including 
  • Booking & Order IDs for reference tracking.
  • Consumer Information specifying who ordered the service.
  • Service Name & Type categorization of the purchased service.
  • Technical Owner or Responsible person for service delivery.
  • Costs include individual and total service costs.
    
    For more information about a specific booking, click on the Booking ID to open the preview.
    For more information about a specific service, click the Service Name in the table. As a result, you will be redirected to the Service Consumption report with details for this service.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Type
• Cost Center
• User
• Provisioning Date: from/to

Unfinished Orders

The Unfinished Orders report provides a comprehensive view of pending, withdrawn, and canceled service orders within the Service Catalog. This insight allows administrators, decision-makers, and service managers to track unfulfilled requests, analyze trends, and identify bottlenecks in the approval, acceptance, or provisioning process.

By default, the Cost Center is pre-selected, and the report shows information for the Global Cost Center specified in the Filters:

The following information is displayed:

• Service by Type: Displays the distribution of unfinished orders across service categories (e.g., Hardware, Software, etc.).
• Orders by Type: a pie chart with the distribution of the orders by their type and the number of orders per type. The following standard types are available in the system by default: Install, Uninstall, Repair, Adjustment, and Not Defined.
• Orders by Status: a pie chart with the distribution of the orders by their status and the number of orders on each status. The following default statuses are possible: Pending, Provisioned, Canceled, Declined, Withdrawn.
• Unfinished Orders: This table shows detailed information about the unfinished orders, including
  • Booking ID & Order ID for tracking individual orders.
  • Cost Center to link orders to financial allocations.
  • Order Type for quick identification of the request category.
  • Creation Date for aging analysis of unfinished orders.
  • Consumer Name to identify the requester.
  • Service Name and Service Type to determine the type of requested service.
  • Approval, Acceptance & Provisioning Status for end-to-end tracking.
    
    For more information about a specific booking, click the Booking ID to open the preview.
    For more information about a specific service, click the Service Name in the table. As a result, you will be redirected to the Service Consumption report with details for this service.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created date: from/to
• Cost Center
• Service ID
• Consumer
• Order ID

Orders Overview

The Orders Overview report provides a high-level view of ordering activity across the organization. It highlights trends over time, distribution by cost centers, and offers a consolidated snapshot of overall order volume and order details. By default, the Cost Center is pre-selected, and the report shows information for the Global Cost Center specified in the Filters:

• Orders by Month: a stacked column chart showing the distribution of order types (Install, Uninstall, Repair, Adjustment, Not Defined) by months over the last 3 months. Helps identify order trends and forecast future demands.
• Orders per Cost Center: a pie chart that breaks down order volume by cost center to ensure budget control and financial allocation tracking.
• Orders Overview: This table shows detailed information about the orders, including 
  • Booking ID & Order ID for easy tracking.
  • Cost Center to identify financial responsibility.
  • Order Type (e.g., Install, Subscription).
  • Consumer & Requester details.
  • Service Name and Service Type to specify the ordered product or service.
  • Order Amount and Costs for budget assessment.
  • Submission Date to track when the request was placed.
    
    For more information about a specific order, click on the Order ID to open the preview.
    For more information about a specific service, click the Service Name in the table. As a result, you will be redirected to the Service Consumption report with details for this service.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Cost Center
• User
• Service ID
• Service Type
• Order Type

Service Consumption

The Service Consumption report provides visibility into the usage and financial allocation of services within the Service Catalog. It enables IT and financial teams to monitor service utilization across different departments and cost centers, facilitating data-driven decision-making and budget optimization.

Before you generate the Service Consumption report, you must specify the Service ID and optionally provide additional filtering criteria in the filtering panel, or you can open the Service Consumption report for a specific service from the Cost Center Invoice report, Unfinished Orders report, or Orders Overview report.

The currency used in the report depends on the Preferred Currency, selected in the User Profile.

The following information is displayed in the report:

• Service: The service overview panel displays detailed information about the selected service, including status, type, contact person, pricing model, and payment cycle, and provides a quick link to open the service preview for further details.
• Consumption by Cost Center: This pie chart shows the service consumption distributed by cost centers, with the total amount spent on the specified service. Helps track financial distribution and service adoption trends within the organization.
• Consumption by Department: This pie chart shows the service consumption distributed by departments, with the total amount spent on the specified service by each department. Ensures organizations identify which teams are utilizing specific services the most.
• Consumption Details. This table shows detailed information about the specified service and provisioning details, like
  • Booking ID & Order ID for tracking purposes.
  • Cost Center to allocate financial ownership.
  • Provisioning Date for monitoring fulfillment timelines.
  • Consumer Name for tracking service recipients.
  • Catalog Information and Order Type detailing the specific service acquired.
  • Order Amount & Costs to assess financial impact. Order amount includes the quantity of service consumed within the booking, and costs in the original currency as stated in the booking, while the total amount is calculated based on the Preferred Currency, selected in the User Profile of the current user.
    For more information about a specific booking, click on the Booking ID to open the preview.

Additionally, the report can be filtered by the following criteria:

• Keywords
• Type
• Cost Center
• Service ID (mandatory)
• Provisioning Date: from/to

Service Satisfaction Insights

The Service Satisfaction Insights report provides a comprehensive overview of customer feedback within the Service Catalog, helping organizations analyze and improve service quality based on user ratings and comments.

Key Benefits

• Improved Service Quality: Identify top-rated and low-rated services to make informed improvements.
• Real-Time Insights: Monitor trends in customer satisfaction over time.
• Data-Driven Decisions: Leverage actual user feedback to enhance the service portfolio.

The following information is displayed in the report:

• CSAT Services: Customer Satisfaction Score displays the percentage of positive ratings.
• Number of Votes: Shows the total number of service ratings submitted over time.
• Average Rating: Tracks the overall rating trend for services.
• Number of Votes: An area chart visualizing the voting trend over the last 3 months
• Rated Services Section:
  • Lists individual service orders along with their ratings, comments, and submission details.
  • Shows who submitted feedback and the service type (e.g., hardware, software).
  • Includes order details, such as creation date and order type (e.g., install, permissions request).

Additionally, the report can be filtered by the following criteria:

• Keywords
• Created Date: from/to
• Type
• SLA
• Service
• Rating: from/to
• User