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Emerging Request Trends dashboard

The Emerging Request Trends dashboard enables you to view the emerging trends of increasing inflow of requests for Catalog Items, such as goods or services. With this dashboard, you can view a combination of the number of requests created, increase in those created requests, and the backlog of those requests along with associated request volumes.

This Emerging Request Trends dashboard enables you to review the emerging request hotspots that provide insights into Catalog Items and their corresponding requests and request backlogs. You can also drill down further to review the backlog and review the performance of team members to understand the delay in resolving the assigned requests.

For example, if the creator of the request and assignees are in the same location, and yet there is a huge backlog of such requests, the requests in that location can be allocated to respective team members for a quick turnaround.

The Emerging Request Trends dashboard enables Leaders and Assignment Group Managers to answer the following business questions:

• Provide summarized views and historical service delivery result trends with top opportunities for continuous improvement across resolution time, delivery friction, and problem remediation
• Highlight top areas for proactive problem remediation and action with visibility into top incident topic clusters that do not yet have associated problems
• Provide visibility into the performance of Leaders and Assignment Groups with worsening MTTR trends, the specific contributing causes and improvement opportunities
• Recommend top catalog items to reduce service delivery friction through visibility across request volume, delivery time and delivery friction performance factors
• Rank customer impact of service delivery and identify associated causes based on the MTTR and delivery friction performance of different type of service tasks

You can use the Group Manager filter in the dashboard to analyze data related to Emerging Request Trends.

The Emerging Request Trends dashboard consists of the following sections:

• KPIs
  • Request Hotspots: Total number of requests where growth of requests in the last 30 days is greater than the threshold values
  • Recommendation and Researching: Displays recommendation areas of research and further improvement plans to understand the emerging request trends for an item category. For example, if the 30-Day Growth in request backlog is higher than the average, you can utilize recommendations for researching to reduce hotspots.
• Emerging Request Trends: This report is represented as a heat map and enables you to view the average delivery days taken to resolve requests for an item category of a catalog item (where item category is a parent of the Catalog Item). The Request volume values are denoted as squares in the heat map and the colors represent the 30-day growth percentage for Request Items. Red and Green colors signify higher and lower growth rates respectively and the varying shades indicate the intermediate buckets for growth rate.

  When you select the required item category from the Emerging Request Trends, the corresponding Emerging Request Hotspots, Hotspot Factors, and Individual Performance Factors sections are refreshed. For example, you can click the required item category to view specific factors that contribute to hotspots such as Average backlog days and Wait Time Days.

• Hotspot Factors: This section displays the details of the Hotspot factors for the Assignment Group
  • Wait Time days: Displays the average wait time in days for resolving request in the last 30 days
  • Average Backlog Age (Days): Displays the average backlog age of requests in the last 30 days
  • Distinct Fulfillers: Displays the total number of distinct fulfillers for Catalog Items in the last 30 days
  • Catalog Item Age (Days): Displays the total number of days since the item was added to the Catalog in the last 30 days
  • Distinct Requestors: Displays the total number of distinct requestors, that is number of persons who requested the items the last 30 days
  • Backlog Rate: Displays the growth of backlog requests in the last 30 days
• Individual Performance Factors: This section enables you to view the performance of the individuals in terms of resolving requests.
  • Request Volume: Displays the total number of requests assigned to the individual in the last 30 days
  • % of Group Backlog: Displays the percentage of group backlog for the assignment group in the last 30 days.
  • Wait Time (Days): Displays the average wait time in days for resolving request in the last 30 days
  • Overdue Rate: Displays the overdue request rate for the individual in the last 30 days

Note: The thresholds defined for KPIs in this dashboard can be configured according to your business needs.

Metrics used