Analyzing Service Request Trends
This functionality aims to make an analysis of the requests, based on the critical amount, to identify which items will influence the launch of a new request.
Before getting started
To make the trend analysis, it is necessary:
To register previously a service request (ticket) linked to a contract;
In addition to an active contract.
Procedure
- Access the main menu Processes > Request and Incident Management > Trend Analysis, the Service Requests tab;
- Complete all mandatory fields;
- Click on "Search";
- Each tab will display the results for each type (Service, Cause, and Configuration Item) and in each item, two buttons will be displayed; one to Create Chart of Trend Analysis, which shows the dates that comprise the reported period and the number of occurrences on that date; and another for Create Problem, where the problem registration screen will be displayed to save the necessary information of the problem:
- When you choose to register a problem from the Service, the problem registration screen will be displayed with the "Description" field completed with the name of the corresponding service;
- When you choose to register a problem from the Cause, the problem registration screen will be displayed with the fields "Description" and "Cause" completed with the description of the corresponding cause;
- When you choose to register a problem from the Configuration Item, the problem registration screen will be displayed with the "Description" field completed with information from the corresponding configuration item.