Hitchhiker's Guide to the Request Data Galaxy

3

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

4

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

5

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.

6

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

7

Report Building Process

8

Report Requirements

Status Summary Activity (Created, Closed, and Currently Open) Aging Past Due Date

9

Know Your Data (ERD)Found on Kinetic Community

SurveyTemplate

Survey Question

TSK_Tree

CustomerSurvey_base

SurveyAnswer

TSK_Instance

10

KS_SRV_SurveyTemplate

11

KS_SRV_SurveyQuestion

12

KS_SRV_SurveyQuestion – Advanced Tab

13

TSK_Tree

14

Magic Happened – We now have a Service Item

15

Base, Answer, and Task Instance Submission

16

Know Your Data (ERD)Found on Kinetic Community

SurveyTemplate

17

KS_SRV_SurveyTemplate

This form contains the Definition of the Service Item: instance Id Key (Service Item Instance ID) Service Item Name Service Catalog

18

KS_SRV_SurveyTemplate Report

19

Action Enabled

Determine if your Service Items are applied to the correct Service Catalog

20

Know Your Data (ERD)Found on Kinetic Community

SurveyQuestion

21

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

22

KS_SRV_SurveyQuestion

23

Action Enabled

Review Questions asked in your Service Item

24

Know Your Data (ERD)Found on Kinetic Community

TSK_Tree

25

KS_TSK_Tree

This form contains the Task Tree Information: Association ID Relates to SurveyTemplate Name Type Notes Tree XML

26

KS_TSK_Tree

27

Action Enabled

Little Help PLEASE

28

Know Your Data (ERD)Found on Kinetic Community

CustomerSurvey_base

29

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

30

KS_SRV_CustomerSurvey_base

31

Action Enabled

Determine the Resources required for your Service Item

32

Know Your Data (ERD)Found on Kinetic Community

SurveyAnswer

33

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

34

KS_SRV_SurveyAnswer

35

Action Enabled

Close but…Not quite

36

Know Your Data (ERD)Found on Kinetic Community

TSK_Instance

37

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

38

KS_TSK_Instance

39

Action Enabled

Ensure the Approval Process is completed in a timely fashion

40

Building the Reports

Status Summary Activity (Created, Closed, and Currently Open) Aging Past Due Date

41

Status SummaryBase

42

Action Enabled

Too Many In-Progress: Not the right information collected

To Many Cancelled: Bad Information

43

ActivityBase

44

Action Enabled

Establish an Activity baseline: With current resources are we able to “keep up”

45

AgingBase + Question + Answer + Task

Instance

46

Action Enabled

Apply resources to “Old” records

47

Past Due Date Base + Question + Answer + Task

Instance

48

Action Enabled

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

49

More Interesting Reporting Ideas

Approval Process Reporting Approval Rate per Service Item Time spent in the Approval Process

50

Approval Process Reporting

51

Action Enabled

If all Requests are Approved: Remove the Approval Process

If all Requests are Denied: Modify Service Item to collect the “Right” Information Modify Service Item to ensure the “Right” people are Requesting

Too Much Time Spent in the Approval Process: Simplify Process to Remove Levels

52

Summary Why are reports needed? When should you start the Reporting Discussion? Report Building Process Report Requirements Know your Data Entity Relationship Diagram (ERD) Building Reports

53

Helpful Information

Kinetic Community Reporting and ERD: Reporting and ERD

Kinetic Community KEG 2013 Presentations: KEG 2013 Presentations

Hitchhiker's Guide to the Request Data Galaxy: Best Presentation EVER

54

Questions?