REPORT AUDIENCES WHO IS THE CUSTOMER AND WHAT DO THEY WANT
FOR BUSINESS OWNERS a report of service and support SLA and KPI per function / business unit. This is about serving the business and should be quarterly or possibly each period-end in parallel with other operational reporting.
FOR RISK, OPERATIONS AND TECHNOLOGY Leadership a report of operational, maintenance SLA and KPI inside IT Team. This is about keeping the lights on and should be quarterly or possibly each period-end in parallel with other operational reporting.
FOR SENIOR MANAGEMENT TEAM AND THE BOARD a report to SENIOR MANAGEMENT TEAM of how IT are sending & prioritising time/effort against operational and strategic goals. This is about delivering the strategic goals and should be half-yearly in parallel with business planning cycle.
WHAT THE IT TEAM DOES WHAT WE COULD REPORT ON
SERVICE DESK BREAK-FIX - What is this: Repairing, upgrading, patching broken hardware, software. Example: repair of faulting mouse, keyboard, till, scanner.
SERVICE DESK SUPPORT - What is this: Providing advice, guidance, support on products or services which are not actually broken. Example: What to buy, how to install, where to find.
SERVICE DESK TRAINING - What is this: Providing ad-hoc training. Example: How to use an application (Excel, Open Accounts) or tool (scanner, printer)
STRATEGY, CHANGE, PROJECT AND BUSINESS PLANNING SUPPORT - What is this: Providing input into Strategy, Change, Project And Business Planning Support. This may be at the pre-project stage (Strategy Business Planning) or project stage (discussion, design, development, delivery, deployment etc.)
REPORT FREQUENCY WHAT DO WE REPORT AND HOW OFTEN
| WHO IS THE CUSTOMER AND WHAT DO THEY WANT | WEEKLY | PER PERIOD | HALF-YEARLY | ANNUALLY |
| For Business Owners This is about serving the business | YES | YES | YES | |
| For Risk, Operations and Technology Leadership This is about keeping the lights on | YES | YES | YES | YES |
| For SENIOR MANAGEMENT TEAM and the Board This is about delivering the strategic goals | YES | YES |
Legend
means we have the systems and data to report this now
# means we have the systems and data to report this soon
means we could put the processes and systems in place to do this if requested
WEEKLY
The following reports broken down by Business Unit (Food, Pharmacy, Funeral etc.) or Functions (HR, Finance, Marketing) so we understand the spread.
This is a draft framework and considerable update is required for the contents.
Total number of incidents
Incidents closed
Incidents still open
Incidents closed at level 1 (First point of contact)
Incidents closed within an hour
Incident closed level 2
How many Critical Incidents
How many High priority incidents (Find ITIL terminology)
How many Medium incidents (Find ITIL terminology)
Cycle Time: Customer Support Ticket Resolution
Incidents raised per business unit (Top 5 logging locations)
Calls logged throughout the day, volume per hour
Response time
PER PERIOD
This is a draft framework and considerable update is required for the contents.
Volume of Break-Fix Calls broken down by functional and business units #
Hours Spent on Break-Fix Calls broken down by functional and business units #
Volume of Support/Training Calls broken down by functional and business units #
Hours Spent on Support/Training Calls broken down by functional and business units #
Hours spend on Priority1 and what % within SLA #
Hours spend on Priority 2 and what % within SLA #
Hours spend on Priority 3 and what % within SLA #
Hours spend on Priority 4 and what % within SLA #
HALF-YEARLY
This is a draft framework and considerable update is required for the contents.
Number of hours per person spent on project work. Eg by Nigel, Aldis, Byron. To be broken down by project This is exactly what an external provider would provide in a timesheet or invoice for work done and the report should be in a similar format.
ANNUALLY
Dashboard of Projects
| Project Name | Aim | Planned Budget | Actual Cost | Planned Completion | Actual Completion | Est 3yr Benefits |
| Project 001 | Short description | 50000 | 35000 | 01/07/2020 | 26/06/2020 | 150000 |
| Project 002 | Short description | 50000 | 35000 | 31/07/2020 | 26/07/2020 | 150000 |
| Project 003 | Short description | 50000 | 35000 | 30/08/2020 | 25/08/2020 | 150000 |
| Project 004 | Short description | 50000 | 35000 | 29/09/2020 | 24/09/2020 | 150000 |
| Project 005 | Short description | 50000 | 35000 | 29/10/2020 | 24/10/2020 | 150000 |
| Project 006 | Short description | 50000 | 35000 | 28/11/2020 | 23/11/2020 | 150000 |
