Self Service Portal Reports

Overview

If you are responsible for cost centers, the Matrix42 Self Service Portal provides you with four different types of reports that are automatically generated by the system.

To generate the reports, click Reports in the navigation area in the Home navigation items area. You can generate the following reports: 

1. Cost Center Invoice: Monthly invoices for your managed cost centers.
2. Ordered Services: Overview of all services that were ordered by members of your managed cost centers.
3. Cost Center Trends: Cost trends of services that are assigned to your managed cost centers.
4. SLA and OLA Compliance: Escalated incidents that were reported by members of your managed cost centers.

To Generate a Report:

1. Go to the Matrix42 Self Service Portal and click Home  → Reports in the navigation area.
2. Click the required report:

By default, the costs in the Cost Center Invoice and Cost Center Trends reports are displayed in the preferred currency of the user, which is pre-filled from Personal Data. You can use the Currency field to change the display currency of the report. In this case, the currency will be converted according to the latest exchange rate. 

Cost Center Invoice

When you open the Cost Center Invoice report, the displayed data is pre-filtered by default and shows results for your managed Cost Centers.

The following information is displayed:

• Cost Center: shows summarized information about the cost center for which the report is generated.
• Invoice Summary: gives a quick overview of the available invoices, with information only about the types of services and charged amounts.
• Invoice by Service Type: provides an overview of the invoices' distribution by Service Type and number of service bookings.
• Invoice Details: provides detailed information about the available invoices, with information about the Booking ID, Order ID, provisioning date, payment terms as well as charges for installation, uninstallation, and repair, if applicable. For more information about a specific service, click the Booking ID in the table. As a result, you will be able to review consumption details, such as booking summary, service ID, order ID, provisioning date, service recipient, technical target, etc.

Additionally, the default filtering criteria can be adjusted, and the report can be filtered by the following criteria:

• Keywords
• Type (Service type, e.g., Hardware, Software, etc.)
• Cost Center
• Provisioning date: from/to
• Consumer
• Booking ID

Ordered Services

By default, the Ordered Services report data is already pre-filtered and shows results for your managed Cost Centers.

The following information is displayed:

• Orders by Month: stacked column chart displays the orders placed during the last 4 months. The orders are distributed by order type (install, uninstall, repair, etc.)
• Orders per Cost Center: a pie chart with the number of orders distributed by selected Cost Centers.
• Orders Overview:  shows detailed information about all ordered services for each user, including order type, quantity of the ordered service, service type, costs, etc.  For more information about a specific order, click the Order ID in the table.

Additionally, the default filtering criteria can be adjusted, and the report can be filtered by the following criteria:

• Keywords
• Cost Center
• Service ID
• Consumer
• Booking ID
• Service type, e.g., Hardware, Software, etc.
• Order Type, e.g,. Install, Uninstall, Repair

Cost Center Trends

By default, the Cost Center Trends report data is already pre-filtered and shows results for your managed Cost Centers over the current year.

The following information is displayed:

• Cost Center: shows summarized information about the cost center for which the report is generated.
• Cost Trends: provides an overview of cost trends over the last 4 months, distributed by the Service Type (Hardware, Software, Service, etc.)
• Costs by Service Type: the table shows a list of all available service types and their costs for each month and total per year.

Additionally, the default filtering criteria can be adjusted, and the report can be filtered by the following criteria:

• Keywords
• Cost Center
• Year
• Service ID
• Service type, e.g., Hardware, Software, etc.
• Order Type, e.g,. Install, Uninstall, Repair

SLA and OLA Compliance

By default, the SLA and OLA Compliance report data is already pre-filtered and shows results for your managed Cost Centers. 

The following information is displayed:

• SLA With Critical First Shot Fulfillment: tracks the fulfillment of the SLA in terms of resolving critical issues on the first attempt (also known as First Contact Resolution).
• SLA With Critical Reaction Time Fulfillment: measures how well the Service Desk is meeting the SLA for initial reactions to critical issues. The faster the reaction, the better the fulfillment.
• SLA With Critical Solution Time Fulfillment:  allows monitoring how well the team is meeting the SLA for total solution time on critical issues, from detection to full resolution.
• OLA With Critical First Shot Fulfillment: measures internal performance in resolving critical issues on the first attempt within the agreed OLA terms.
• OLA With Critical Reaction Time Fulfillment: tracks how well internal teams are meeting the OLA for the initial reaction to critical issues. This is similar to the SLA metric but focuses on internal performance.
• OLA With Critical Solution Time Fulfillment: allows monitoring whether internal teams are resolving critical issues within the solution time defined by the OLA.

Additionally, the default filtering criteria can be adjusted, and the report can be filtered by the following criteria:

• Keywords
• Responsible Role
• Cost Center