--- name: analytics-reporting description: Build and manage IT analytics and reporting including IT dashboards, cost reporting, capacity trends, security metrics, SLA compliance tracking, IT financial management, and executive reporting. Use when creating IT dashboards, tracking IT metrics, managing IT budgets, reporting on IT performance, or analyzing IT trends. Triggers on phrases like "IT analytics", "IT reporting", "IT dashboard", "IT metrics", "IT cost report", "IT budget tracking", "SLA report", "IT performance report", "executive dashboard", "IT KPI", "IT financial management", "ITFM", "showback", "chargeback", "IT productivity", "IT trend analysis", "IT forecasting", "capacity trend", "cloud cost report", "FinOps". --- # IT Analytics & Reporting Deliver actionable insights through IT dashboards, financial tracking, performance metrics, and executive reporting. ## IT Dashboards & Metrics ### Operational Visibility ``` IT DASHBOARDS: ══════════════ EXECUTIVE DASHBOARD (Monthly — CEO, CTO, CFO): ┌──────────────────────────┬──────────┬──────────┬──────────┐ │ KPI │ Current │ Target │ Status │ ├──────────────────────────┼──────────┼──────────┼──────────┤ │ IT availability │ 99.92% │ 99.9% │ ✓ Exceed │ │ IT budget utilization │ 25% │ 25% │ ✓ On track│ │ Open P1/P2 incidents │ 0 │ 0 │ ✓ Clear │ │ Security incidents │ 0 │ 0 │ ✓ Clear │ │ Help desk tickets │ 42 open │ <50 │ ✓ Under │ │ IT projects on time │ 8/10 │ >75% │ ✓ 80% │ │ User satisfaction (IT) │ 4.2/5 │ >4.0 │ ✓ Above │ │ Backup success rate │ 99.6% │ >99% │ ✓ Exceed │ │ Patch compliance │ 98.5% │ >95% │ ✓ Above │ │ Cloud cost vs. budget │ $135K │ $135K │ ✓ On track│ │ ────────────────────── │ ────── │ ────── │ ────── │ │ Overall IT health │ Green │ Green │ Green │ └──────────────────────────┴──────────┴──────────┴──────────┘ Trend (6 months): Availability: 99.85% → 99.92% (improving +7 bps) ✓ Budget: On track (no overrun — Q1-Q4) ✓ Security incidents: 2 → 0 (improving) ✓ Help desk volume: 120/mo → 95/mo (decreasing — automation) ✓ User satisfaction: 3.8 → 4.2 (improving +0.4) ✓ Cloud cost: +8% (expected — growth — within budget) OPERATIONAL DASHBOARD (Real-time — IT Team): Infrastructure: Servers: 195/200 healthy (97.5%) VMs: 75/75 healthy (100%) Containers: 142/150 healthy (94.7% — 8 scaling) Network devices: 63/63 online (100%) Storage: 28/28 healthy (100%) Database: 26/26 healthy (100%) Applications: Production apps: 28/28 healthy (100%) API availability: 99.98% (last 24h) Error rate: 0.03% (within budget) P95 latency: 118ms (within SLA) Security: Threat blocked: 12,450 (month-to-date) Vulnerabilities: 0 critical, 0 high, 2 medium Failed auth attempts: 145 (month-to-date — normal) Patch compliance: 98.5% (target: >95%) Firewall alerts: 3 (month-to-date — reviewed, false positive) Help Desk: Open tickets: 42 (P1: 0, P2: 2, P3: 8, P4: 32) Avg. resolution: P2 2.5h, P3 6h, P4 24h SLA compliance: 96% (target: >90%) Backlog: 12 (>48h — review) Cloud: AWS: $450/mo (budget: $450 — on track) Azure: $162/mo (budget: $162 — on track) Reserved instance savings: 30% ($135K annual) Unused resources: 3 (identified — cleanup planned) HELP DESK DASHBOARD (Weekly — IT Support): Ticket metrics (January 2025): Total received: 95 (3.1/day) Total resolved: 88 (93%) Open: 42 (2 carry-over from previous month + 40 new, 70 resolved) ┌──────────────────────────┬──────────┬──────────┬──────────┐ │ Category │ Count │ Avg Res │ SLA Met │ ├──────────────────────────┼──────────┼──────────┼──────────┤ │ Access (password, MFA) │ 22 │ 2h │ 95% │ │ Hardware (laptop, monitor)│ 18 │ 8h │ 94% │ │ Software (install, issue)│ 15 │ 4h │ 93% │ │ Network (connectivity) │ 12 │ 6h │ 92% │ │ Email/M365 │ 10 │ 3h │ 96% │ │ Application (error, bug) │ 8 │ 12h │ 88% │ │ Request (new equipment) │ 7 │ 48h │ 90% │ │ Other │ 3 │ 24h │ 85% │ │ ────────────────────── │ ────── │ ────── │ ────── │ │ TOTAL │ 95 │ 8h avg │ 93% avg │ └──────────────────────────┴──────────┴──────────┴──────────┘ Satisfaction (CSAT): Post-resolution survey: 85% response rate Avg. score: 4.2/5 (good) Trend: 3.9 → 4.0 → 4.1 → 4.2 (improving) Top positive: Fast resolution, helpful staff Top negative: Long wait for hardware, application bug ``` ## IT Financial Management (ITFM) ### Cost Tracking & Optimization ``` IT FINANCIAL MANAGEMENT: ════════════════════════ ANNUAL IT BUDGET 2025: $1.2M ┌──────────────────────────┬──────────┬──────────┬──────────┐ │ Category │ Budget │ Q1 Spent │ Forecast │ ├──────────────────────────┼──────────┼──────────┼──────────┤ │ Cloud (AWS, Azure, GCP) │ $540K │ $135K │ $540K │ │ Hardware │ $185K │ $46K │ $185K │ │ Software (licenses) │ $420K │ $105K │ $420K │ │ Services (vendor, MSP) │ $55K │ $14K │ $55K │ │ ────────────────────── │ ────── │ ────── │ ────── │ │ TOTAL │ $1,200K │ $300K │ $1,200K │ └──────────────────────────┴──────────┴──────────┴──────────┘ Budget utilization: 25% (Q1 — on track) Variance: $0 (exactly on track) Risk: Low (no overrun projected — optimization active) CLOUD COST MANAGEMENT (FinOps): AWS: Monthly spend: $45K (budget: $45K) Reserved instances: 30 (savings: $405K/year — 30%) Spot instances: 10 (savings: $30K/year — 60% vs. on-demand) Savings plans: 1 (compute — 1-year, $60K/year savings) Unused resources: 3 (EBS volume, EC2 — cleanup planned) Cost anomaly: 0 (January — no unexpected spike) Azure: Monthly spend: $16.2K (budget: $16.2K) Reserved instances: 5 (savings: $48.6K/year — 25%) Hybrid Benefit: 100% (Windows Server + SQL — savings: $36K/year) Unused resources: 1 (disk — cleanup planned) Cost anomaly: 0 (January) Cost optimization: Rightsizing: 12 instances (completed — savings: $6K/month) Reserved instances: 35 (savings: ~30% — $135K/year) Lifecycle policy: Storage (hot → cool → archive — savings: $2K/month) Tagging: 95% (cost allocation — department showback) Monthly review: FinOps team (cost report + action plan) Cost per department (showback): Engineering: $28K/month (62%) Operations: $8K/month (18%) Sales: $5K/month (11%) HR: $2.5K/month (6%) Executive: $2K/month (4%) HARDWARE COST TRACKING: Annual spend: $185K (budget) Q1 spend: $46K (laptop refresh: 40 units × $1K + misc) Q2 projection: $65K (laptop refresh: 65 units × $1K + monitor: 50 × $200 + server: 5 × $5K) Q3 projection: $35K (maintenance, accessories) Q4 projection: $39K (refresh, maintenance) Cost per asset type: Laptop: $1K/unit (420 units → $420K total value, 4-year lifecycle) Monitor: $200/unit (480 units → $72K total value, 5-year lifecycle) Server: $5K/unit (25 units → $125K total value, 5-year lifecycle) Network device: $1.5K/unit (63 units → $94.5K total value, 5-7 year lifecycle) Depreciation: Straight-line (4-5 years → residual: 0) Annual depreciation: $200K (accounting — finance) SOFTWARE COST TRACKING: Annual spend: $420K (budget) Q1 spend: $105K (on track) Top 5 software costs: 1. Microsoft 365: $120K/year ($250/user/year × 485 users) 2. Cloud infrastructure: $540K/year (AWS + Azure — separate category) 3. Salesforce: $45K/year ($700/user/year × 65 users) 4. CrowdStrike: $35K/year ($70/device/year × 500 devices) 5. Zscaler: $28K/year ($58/user/year × 485 users) License optimization: Underused reclaimed: 80 licenses ($28K/year savings) EA volume discount: $35K/year savings Annual vs. monthly: $18K/year savings Open-source migration: $15K/year savings (in progress) Consolidation: $12K/year savings (planned) Total savings: $108K/year (26% of software spend) ``` ## Reporting & Compliance ### Audit & Governance ``` REPORTING CADENCE: ══════════════════ Monthly reports (executive): 1. IT availability report (uptime, SLA, incident summary) 2. IT financial report (budget vs. actual, forecast, variance) 3. Security posture report (threat, vulnerability, compliance) 4. Help desk report (ticket volume, resolution, CSAT) 5. Cloud cost report (spend, optimization, anomaly) Audience: CEO, CTO, CFO, IT Director Delivery: First week of month (previous month data) Format: PDF + interactive dashboard (Datadog + Power BI) Quarterly reports (board): 1. IT strategy alignment (project status, roadmap, budget) 2. IT risk report (risk register, mitigation, residual) 3. IT compliance report (audit finding, remediation, status) 4. IT innovation report (new tech, automation, efficiency) 5. IT benchmark report (industry comparison, percentile) Audience: Board, executive team Delivery: First week of quarter+1 Format: Board deck (10-15 slides) + appendix Annual reports: 1. IT annual review (achievement, metrics, lessons learned) 2. IT budget proposal (next year — forecast, justification) 3. IT strategy plan (3-year roadmap, investment, risk) 4. IT audit report (external — SOC 2, ISO 27001, PCI DSS) Audience: Board, audit committee, regulators Delivery: December (annual), November (budget) Format: Comprehensive report + board presentation COMPLIANCE REPORTING: ┌──────────────────────────┬──────────┬──────────┬──────────┐ │ Framework │ Status │ Last │ Next │ │ │ │ Audit │ Audit │ ├──────────────────────────┼──────────┼──────────┼──────────┤ │ SOC 2 Type II │ Certified│ Q4 2024 │ Q4 2025 │ │ ISO 27001 │ Certified│ Q3 2024 │ Q3 2027 │ │ PCI DSS │ Compliant│ Q4 2024 │ Q4 2025 │ │ GDPR │ Compliant│ Continuous│ Annual │ │ HIPAA (if applicable) │ N/A │ N/A │ N/A │ │ Internal policy │ Compliant│ Quarterly│ Quarterly│ │ ────────────────────── │ ────── │ ────── │ ────── │ │ Overall │ Compliant│ │ │ └──────────────────────────┴──────────┴──────────┴──────────┘ Audit finding tracking: Open findings: 0 (all closed — last audit) Remediation: 100% (on-time — no overdue) Evidence: Automated (Vanta — continuous monitoring) Management response: Annual (executive letter) TREND ANALYSIS: IT metrics trend (6 months): ┌──────────────────────────┬──────────┬──────────┬──────────┐ │ Metric │ Trend │ Direction│ Outlook │ ├──────────────────────────┼──────────┼──────────┼──────────┤ │ Availability │ ↑ │ +7 bps │ Stable │ │ Incident count │ ↓ │ -25% │ Improving│ │ Help desk volume │ ↓ │ -21% │ Improving│ │ User satisfaction │ ↑ │ +0.4 │ Good │ │ Cloud cost │ ↑ │ +8% │ Expected │ │ Patch compliance │ ↑ │ +3% │ Good │ │ Security incidents │ ↓ │ -100% │ Excellent│ │ Budget variance │ → │ 0% │ On track │ │ ────────────────────── │ ────── │ ────── │ ────── │ │ Overall │ Positive│ Positive │ Healthy │ └──────────────────────────┴──────────┴──────────┴──────────┘ Predictive: Help desk volume: Stable (95/mo projected — automation) Cloud cost: +8%/quarter (growth — within budget) Hardware refresh: Q2 (budgeted — no risk) Security incidents: Low (improving — 0 in January) SLA breach risk: Low (all metrics within budget) ``` ## Output ### IT Analytics & Reporting Dashboard ``` IT ANALYTICS DASHBOARD — Jan 2025 ═══════════════════════════════ IT Health: Green (all KPIs on target) Availability: 99.92% (target: 99.9%) ✓ Budget: $300K/$300K (Q1 — on track) ✓ Security: 0 incidents (clear) ✓ Help desk: 93% SLA (target: 90%) ✓ User satisfaction: 4.2/5 (target: 4.0) ✓ Financial: Annual budget: $1.2M (cloud: $540K, hardware: $185K, software: $420K) Q1 spent: $300K (25% — on track) Forecast: $1.2M (no overrun projected) Cloud savings: 30% (reserved instances + savings plan) Software savings: 26% (license optimization — $108K/year) Operations: Infrastructure: 97.5% healthy (195/200 servers) Applications: 100% healthy (28/28) Help desk: 93% SLA, CSAT 4.2/5, 95 tickets/month Backup: 99.6% success, 100% restore test pass Patch: 98.5% compliance (target: 95%) Security: Threats blocked: 12,450 (month-to-date) Vulnerabilities: 0 critical, 0 high, 2 medium Compliance: SOC 2 ✓, ISO 27001 ✓, PCI DSS ✓, GDPR ✓ Audit findings: 0 (all closed) Trend (6 months): Availability: ↑ (+7 bps) | Incidents: ↓ (-25%) Help desk: ↓ (-21%) | Satisfaction: ↑ (+0.4) Cloud cost: ↑ (+8% — expected growth, within budget) Security: ↑ (0 incidents — improving) Actions: 1. Monthly report (February — January data) 2. Quarterly board report (Q1 — February) 3. Cloud cost optimization (rightsizing — $6K/month saved) 4. IT budget review (mid-year — June) 5. SOC 2 audit prep (continuous — Vanta monitoring) ``` ## Integration Points - Monitoring (Datadog, Prometheus, Grafana): Metrics collection, dashboard - BI tools (Power BI, Tableau, Looker): Report generation, visualization - ITSM (ServiceNow): Ticket data, CMDB, financial module - Cloud (AWS Cost Explorer, Azure Cost Management): Cost tracking - FinOps (CloudHealth, Cloudability): Cost optimization, showback - Compliance (Vanta, Drata): Audit evidence, continuous monitoring - Accounting (NetSuite, QuickBooks): Budget tracking, depreciation - Communication (Slack, Teams, email): Report delivery, alert - CMDB (ServiceNow): Asset inventory, cost allocation - Identity (Okta, Azure AD): User count, license count - Help desk (ServiceNow, Freshservice): Ticket metrics, CSAT ## Edge Cases - **Budget overrun**: Spend analysis; reallocation; executive approval; cost optimization; communication - **Cost anomaly (cloud spike)**: Root cause; termination (if unauthorized); reservation; monitoring alert - **SLA breach**: Root cause; remediation; communication; credit (if contractual); prevention - **Audit finding**: Remediation plan; timeline; evidence; management response; retest - **Reporting failure (data gap)**: Pipeline fix; manual report; monitoring; redundancy - **Metric regression**: Trend analysis; root cause; action plan; communication; follow-up - **License non-compliance (audit)**: Immediate remediate; purchase or uninstall; process fix; training - **Executive request (ad-hoc report)**: Data gathering; analysis; delivery; feedback; template (if recurring) - **Cost allocation dispute (showback)**: Tag review; policy clarification; adjustment; process improvement - **Data accuracy issue**: Source validation; reconciliation; fix; monitoring; audit trail