Overview

feature overview the overview tab provides a high level summary of service performance, request activity, sla compliance, operational trends, and budget consumption this tab is designed to help users quickly understand account health and identify areas requiring additional investigation functionality overview users can view request activity metrics analyze request distribution review resolution ownership monitor sla compliance track budget consumption investigate operational trends getting started accessing the feature open service report select the overview tab prerequisites access to shi one service report reporting permissions using overview tab (step by step guides) 1\ reviewing core request metrics review the summary metric cards compare created requests open requests completed requests select view requests from a metric result the requests tab opens with matching filters applied 2\ reviewing request distribution locate the request distribution widget review request volumes by incident service request change request select a category for additional detail result matching requests can be investigated further 3\ reviewing resolution sources locate the resolution source widget review ticket volumes resolved by shi vendor select a segment to drill into requests result filtered requests display for additional investigation 4\ reviewing sla compliance locate the sla section review compliance by severity level identify requests that failed first response sla select the affected category result request records are filtered for review 5\ reviewing budget consumption locate the budget section review total consumption burn rate projected annual spend compare current consumption against expected usage result consumption trends can be reviewed during customer discussions 6\ reviewing operational trends review requests by user review issue type and sub issue type widgets analyze recurring service demand patterns result operational trends become easier to identify use cases & scenarios primary use cases account health reviews service performance monitoring operational trend analysis budget consumption reviews best practices start investigations from the overview tab use drill down links to access request level details review sla performance alongside request volume trends troubleshooting and faqs faqs q why do request counts change after applying filters? a all visualizations update dynamically based on selected filters q can i view requests associated with a chart segment? a yes most widgets support drill down navigation key terms explained created requests requests opened during the selected reporting period open requests requests that remain unresolved completed requests requests resolved during the reporting period resolution source identifies whether shi or a vendor resolved the request burn rate the pace at which contracted hours or budget are being consumed hierarchy or relationships (if applicable) overview tab > widget > request details related resources requests docid\ i0bmkzylvep3vzd8vkqye billable docid\ iaypnehvuidnzcmsboy z customer satisfaction docid\ b54wspj2m0 b8ncgok0q2