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Reporting Key Data in Service Catalog

The Matrix42 Service Catalog provides a series of reports to help you see the current state of your service catalog.

To generate the Service Catalog reports, click Reports in the navigation area. You can generate the following reports:

  • Cost Center Invoice. Monthly invoices for your managed cost centers. 
  • Customer Satisfaction - Services. Analysis of the end user satisfaction with the quality of service provisioning.
  • Order Overview. Analysis of status and development of all orders that exist in Matrix42 Service Catalog.
  • Order Queue. Analysis of ordered services that have not been provisioned yet.
  • Service Card. Analysis of consumption trends for a specific service by cost center and period.
  • Service Card - Revenue/Loss Analysis. Analysis of revenue and loss for a specific service by cost center and period.
  • Service Consumption. Analysis of overall service consumption by cost centers and users.
  • Unfinished Orders. Analysis of orders and bookings with failed provisioning or refused acceptance from end users.

Cost Center Invoice

Before you can generate the Cost Center Invoice report, you must specify the following parameters: MonthYearCost Center, and Currency. By default, the current month and year are selected, as well as the preferred currency of the user that is pre-filled from the User Profile. You may change the default values. You must also select the cost center for which you want to generate the invoice report, and then click View Report. The following information is displayed:

  • Invoice Summary. This table provides a quick overview of the available invoices with information about the types of services and charged amounts.
  • Cost Center. This table shows summarized information about the cost center for which the report is generated.
  • Invoice Details. This table shows detailed information about the available invoices including information about the service IDs, payment terms, as well as charges for installation, uninstallation and repair, if applicable. The invoice details are displayed individually for each available service type.

CostCenterInvoice.jpg

For more information about a specific service, click the service ID in the table. As a result, you will be able to review consumption details for this service, such as booking and order IDs, provisioning date, service recipient, technical target, catalog, etc.

Customer Satisfaction - Services

The Customer Satisfaction - Services report is generated automatically, right after you click its name. Once the report is generate, you can change the default values and then click View Report to refresh the data. You can change the following parameters before regenerating the report:

  • Start Month / End Month. Select the first and last months of the period for which you want to analyze customer satisfaction. 
  • Start Year / End Year. Select the first and last years of the period for which you want to analyze customer satisfaction. By default, the current year is selected.
  • Filter (SLA). Limit the report data by a specific date.
  • SLA. Select one of the available Service Level Agreements, Operation Level Agreements, and Underpinning Contracts, for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all SLAs, OLAs, or UCs, leave this field blank.
  • Service Type. Select one of the available service types for which you want to analyze customer satisfaction. By default, all the available service types are selected.
  • Booking Type. Select one of the available booking types, e.g. InstallationRepair, or Uninstallation, for which you want to analyze customer satisfaction. By default, all available booking types are selected.
  • Filter (Service). Limit the report data by specific service parameters.
  • Service. Select one of the available services for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all services, leave this field blank.
  • Filter (Rating User). Limit the report data by specific rating user parameters.
  • Rating User. Select one of the available service consumers for which you want to analyze customer satisfaction. If you want to analyze customer satisfaction for all service consumers, leave this field blank.
  • Rating. Select one or several available user ratings that you want to show in this report. By default, all available ratings are selected.

The following information is displayed in the report:

  • Table with summarized information that you entered before generating the report. If you did not change the default values, most of the data of this table remains blank.
  • Customer satisfaction diagram.
  • Table with customer satisfaction data for specific services, including the service names and IDs, name of the user that rated the services, rating date, and comment, if applicable.

CustomerSatisfactionReport.jpg

Order Overview

Before you generate the Order Overview report, you must specify the following parameters: Cost CentersMonth, and Year. You can also use the Filter field to limit the report data by specific parameters. By default, the current month and year are selected. You can change the default values, select one or several cost centers, for which you want to generate the report, and then click View Report.

The following information is displayed:

  • Overall Orders Per Month. This diagram shows the months during which the most orders were created, including the number of orders for each order type.
  • Orders Per Cost Center. This pie chart shows the cost center(s) for which the most services were booked, including the number of orders.
  • Order Details Table. This table shows detailed information about the orders that were created for the selected cost center(s), including the order ID, type, status, submission date, requestor, recipient, and number of related service bookings.

OrderOverview.jpg

Order Queue

Before you can generate the Order Queue report, you must specify at least one or several service types for which you want to generate the report. To display the report for a specific service, select it in the Service field. To display the report for all services, leave the Service field blank. You can also use the Filter field to limit the report data by specific parameters.

The following information is displayed in the report:

  • Queued Services by Request Date. This table shows the number of non-provisioned services that are grouped by request date, specifically those that were ordered during the current week, current month, or before these specific periods.
  • Queued Services by Type. This pie chart shows the service types that were ordered most often, but were not provisioned yet, including the number of orders.
  • Service Details Table. This table shows detailed information about the services that were ordered but not provisioned yet. The service details are displayed individually for each available service type.

OrderQueue.jpg

To view the Service Card report for a specific service, click the service ID in the table.

Service Card

Before you generate the Service Card report, you should specify the service for which you want to generate the report. By default, the Currency field contains the preferred currency of the user that is pre-filled from the User Profile. You can also use the Filter field to limit the report data by specific parameters.You can change the default currency value, then you must select the service for which you want to generate the report and click View Report.

The following information is displayed in the report:

  • Service Details. This table shows detailed information about the selected service, including service ID, type, status, owner, payment terms, costs, charges, and consumed quantity.
  • Consuming Cost Centers (Top 10). This pie chart shows the top 10 cost centers for which the selected service was most ordered.
  • Installations / Repairs / Uninstallations. This diagram shows the number of installations, repairs, and uninstallations that were booked for the selected service.
  • Overall Consumption. This diagram summarizes the consumption trends for the selected service during the last months.

ServiceCardReport.jpg

Service Card - Revenue/Loss Analysis

The Service Card - Revenue/Loss Analysis report has the same parameters as the Service Card report, but the results are different. In addition to Service Details, the following information is displayed:

  • Total of all costs for service. This diagram shows all costs for the selected service, including information that is related to installation costs, revenue, loss, and potentially obsolete service bookings.
  • List of missing service bookings. This table shows service bookings that are missing for the selected service, if applicable.
  • List of potentially obsolete service bookings. This table shows service bookings that may be obsolete for the selected service, if applicable.

ServiceCardRevenueLossAnalysis.jpg

Service Consumption

Before you generate the Service Consumption report, you must specify one or several cost centers for which you want to generate the report. By default, the current year is selected. You can also use the Filter field to limit the report data by specific parameters. You can change the default year, then you must also select one or several cost centers for which you want to generate the report, and then click View Report.

The following information is displayed in the report:

  • Overall Provisioned Services. This diagram shows the per-month breakdown of the provisioned services for the selected cost center(s). 
  • Consumed Services per Cost Center. This pie chart shows the top 10 cost centers with the most ordered services.
  • Service Details. This table shows detailed information about the services provisioned for the selected cost center(s), including service ID, service name, booking and order IDs, approval and provisioning dates. 

To view the Service Card report for a specific service, click the service ID in the table.

ServiceConsumption.jpg

Unfinished Orders

The Unfinished Orders report is generated automatically, right after you click its name. This report shows a table and a pie chart with the number of orders for which provisioning or acceptance were failed either partially or completely.

Important Notes

By default, the Cost Center InvoiceService Card, and Service Card - Revenue/Loss Analysis reports are displayed in the preferred currency of the user that is pre-filled from the User Profile. 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, and the fields with the converted currency will be marked with yellow. If no exchange rate is available, the service booking currency will be used and marked with red.

Example: Your default system currency is euro and you want to display the Service Card - Revenue/Loss Analysis report in US dollars. Click Service Catalog > Reports > Service Card - Revenue/Loss Analysis, select the service for reporting, and then click View ReportEUR is pre-selected as default currency, so the report will be displayed in euros.

In the Currency field, select USD, and then click View Report. As exchange rates between US dollars and euros already exist, the currency is converted and the fields with the converted currency are marked with yellow.

 

 

 

 

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