Overview

13 min

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:

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

RequestsRequests Tab

BillableBillable

Customer SatisfactionCustomer Satisfaction Tab