AppStore Reporting in Lumos [BETA]

Last updated: October 8, 2024

Background

We are building in-product reporting for the Lumos AppStore! Until you have a full dashboard to understand how your rollout is helping you achieve outcomes for your business, we're taking a step in the right direction by introducing some long awaited metrics directly into the Lumos AppStore table!

These metrics will automatically refresh on a weekly basis. 

⚠This is currently limited to customers who have their ITSM (Jira, FreshService, Zendesk, ServiceNow) connected in Lumos. If you're interested in participating in this beta, please reach out to your CSM. ⚠

Instructions

1. Once you have this enabled for your environment, you should see a banner at the top of the AppStore table denoting your overall median Lumos Time to Resolution and Time to Approval. 

2. By default, we have hidden the new metric columns, but you can add them into your view by clicking on the gear icon at the top right of the table, and selecting the metrics you wish to view. 

[NOTE] Lumos will remember your settings, so you don't need to worry about having to add them back every time you visit the page 🥳 Remember, you can drag columns around if you want to reorder them!

3. Feel free to sort the columns as you wish! 

How should I use these metrics?

1. For my most requested apps, am I happy with the Time to Approval (TTA) and Time to Resolution (TTR)? 

If you want to improve your TTA, pop open the Settings for that app. You may want to:

  • Update the approvers on the app if they're not the right users to approve

  • Set up Pre-Approval rules to ensure users get access quickly. See📄 Setting Up Pre-Approvals

  • Configure your AppStore reminders to ensure approvers review quickly. See📄 AppStore Notifications

  • Reach out to the assigned appprovers and understand why they take longer than you'd expect!

If you want to improve your TTR, pop open the Settings for that app. You may want to:

  • Enable SCIM if possible for this application in your identity provider. 

  • Look into automating this access with📄 Provisioning Webhooks.

  • Check and see if there are manual steps required to provision the user, as it may be worth checking in with your app admin to understand why it's taking longer than you'd expect!

If you are happy with these metrics, feel free to report this back to your manager 😉

2. How does my ITSM TTR compare to my Lumos TTR? 

In order to understand if your new process (Lumos!) is performing better than your old process (ITSM), compare these two columns!

Ideally Lumos is 💥crushing💥 your old process, but if it's not, please reach out to your CSM and we can help troubleshoot! 

3. Is your Employee Adoption low? 

If your Employee Adoption is low, this means that users may be going to your old process (ex: Jira form) to make requests instead of going into Lumos!

If you want to improve this number, you may want to:

  1. Update your Jira form to reroute users to Lumos

  2. Enable Ticket Interception. See📄 Enabling Ticket Interception

Glossary

  • TTR - Time to Resolution

    • This is the time it takes to resolve the request from creation. In Lumos, this is only calculated when access has been provisioned.

  • TTA - Time to Approval

    • This is the time it takes to approve the request in Lumos. If there are multiple approval stages, this is the time it takes to complete the final approval stage. 

  • Resolved Request

    • In Lumos, this refers to all requests that were successfully provisioned. It does not include cancelled, denied, or expired requests.

Metric Definitions

  • # of Requests (30d)

    • Number of resolved access requests in Lumos in the last 30 days. 

  • # of ITSM Requests (30d)

    • Number of completed access requests in your configured ITSM over the last 30 days. If you have ITSM logging enabled, this will also include Lumos access requests.

  • Median TTA (30d)

    • Median time to approval (TTA) for completed Lumos access requests over the last 30 days.

  • Median TTR (30d)

    • Median time to resolution (TTR) for completed Lumos access requests over the last 30 days. 

  • Median ITSM TTR (30d)

    • Median time to resolution (TTR) for completed access requests in your configured ITSM over the last 30 days. If you have logging enabled, this will also include Lumos access requests.

  • Pre-approved Requests

    • % of completed access requests in Lumos that were pre-approved over the last 30 days. 

  • Auto-provisioned Requests

    • % of completed access requests in Lumos that were auto-provisioned over the last 30 days.

  • Employee Adoption

    • % of completed access requests that were facilitated through Lumos.
      If you have logging enabled, this will be '# of Requests (30d)'/'# of ITSM Requests (30d)'.
      If you do not have logging enabled, this will be '# of Requests (30d)'/('# of Requests (30d)' + '# of ITSM Requests (30d)')