Creative Solution for Push Channel, because Pull Channels render so slowly!!!!!

[jstoessel]

Hello, 

I am looking for a creative solution in providing information in a Push Channel, rather than Pull Channel due to such a complex and slow rendering of information.

I am working in the Requested Item space, we have a goal to reduce delivery times - part of this is around SLA and part is just to be faster than SLA.  I am looking at:

RITM Average Delivery Time Last Fiscal Year - RITM Average Delivery Time This Fiscal Year = Duration Change

RITM Closed Complete This Fiscal Year count x Duration Change x Imputed Hourly Rate = Imputed Rate Total for Delivery

RITM Closed Complete This Fiscal Year count x Duration Change = WTR (Wait Time Reduction) Wait Time Hours Savings

This works well - but since there are about 2,000 active catalog Items being analyzed, and I have to look at over 350K items for Last Fiscal Year, and 175K Items (and growing) for This Fiscal Year - it is not a snappy report.

To compound this - the 2,000 active items are grouped by Service Offering Owner, and most of them only have 4 or 5 items, so it is calculating ALL ITEMS when I really just need 4 or 5.

My thought is to run this report in off hours and provide the results via Push Channel to each Service Offering Owner.  Short of building an Email Summary or Scheduled Job for each Service Offering Owner - who has a better, more creative way to generate this offline and allow the users to receive an email, mobile notification, etc. showing the most recent results?

I feel like I'm too close to this problem to come up with a great creative solution to get around the usability issue.  How have you solved for slow report rendering?

[Mark Manders]

Wouldn't it be better to show the current average (say last month) and show just the exceptions that didn't make it? If total time = 1000 hours and of the 100 requests one stayed open for 600 hours, your view will show a bad result, while it was only one ticket that caused it. It's good to have the information once, but as a service owner, I would want current info, not cummulated or what was going on a year ago.
And to see where the most difference can be made, you can just create a report on the task_sla table for requests, group by catalog item and condition 'has breached = true' and make it a pareto. It will immediately show you where to improve to reduce 80% of the issue.

[jstoessel]

yes - I have reports that show what you mention.  The goal is to show year over year improvement by cutting SLAs in half.  We were in a position where SLAs were being met because they were WAY TOO LONG!!!!!!!!!

So Has Breached - True hardly returns anything (when your SLA is 15 days or 30 days....)

And the reason for making this be an imputed rate calculation is that fulfillment teams and their managers don't always understand that while someone waits - the cost clock is clicking.  Especially when the request is tied to a project and waiting for fulfillment delays the project delivery.

[Mark Manders]

The SLA is an agreement. If it's accepted that installing software can take 5 days, but is always done within 3, you could look at setting it to 3, but the agreement at that moment is 5. So if a project needs software, they should know that it can take up to 5 days. Yes the clock is ticking, but it's agreed upon, right? If your 'has breached' doesn't return anything, you are doing a great job, because you are doing (almost) everything within the agreed upon timespan. I completely agree that with working more efficiently, better procedures and higher demand, SLAs can be adjusted, but pushing on it can reduce the quality of work delivered.

Back to your question: I would put a report on a dashboard for the current year, showing 'service owner is me', so it wouldn't take too long to generate and for previous year(s) just email it. You can push it to mobile, or even have a big screen outside of the service-owner's house (if you really want to be creative), flashing what he saved last year, but in the end, it's just data and I'm not sure what they are going to do with it. Provide it in the easiest way possible.