Tracking AppStore Rollout Success with Lumos
Last updated: October 8, 2024
Background
Are employees getting access quickly enough? Which apps are taking the longest to approve? How long on average does it take for an employee to get app access through Lumos? How do I share the success of my AppStore rollout with leadership?
Introducing Lumos Analytics for AppStore Reporting - the way to quickly get the insights you need to report to leadership and identify the biggest opportunities to improve your AppStore.
AppStore Adoption Trends
At a glance, gain quick insights into your Appstore's overall adoption trends so that you get a high-level understanding your progress towards rolling out the Appstore to your entire organization and have a sense of how quickly people are getting access.
Overall Adoption Trends
The Overall Adoption metrics are defined as follows help you track uptake and ensure people are getting access quickly.
App Store Adoption- Calculated by comparing your total ITSM ticket volume with tickets logged in Lumos to give you an idea of where employees go to make their access requests. If your AppStore is not connected to an ITSM, this datapoint will not be available. Note that if you have ITSM logging turned on [in ITSM Settings] this number should reflect that.
Resolved Requests — No. of successfully provisioned requests
Median Time to Resolution — Time taken for users to get provisioned access
Median Time to Approval — Time taken to get approvals for access requests
Request Volume Trend
As you rollout your AppStore, Lumos will show you the breakdown of ticket volume between access requests tickets in your ITSM vs. tickets being provisioned in Lumos. This not only helps demonstrate a successful AppStore rollout with employee adoption, but gives you an idea of how many tickets are getting orchestrated and automated through Lumos.
Time to Resolution (TTR) Trend
Ensure and demonstrate that you are automating more and driving operational efficiency for your end users. We want to ensure Lumos is allowing users to get access faster than your old process
Software Access Bottlenecks
Identify the biggest areas of opportunity to improve your Time-To-Resolution and SLAs.
Automated Ticket Trend
Report back to your leadership on how much access request traffic you were able to automate away! See what breakdown of access requests were fully automated, partially automated, or manual. A request can be automated by attaching a provisioning group or firing off a webhook, so that the user can be automatically provisioned.
See at a glance what apps are approval/provisioning bottlenecks for my organization. Understand which apps are slowing down your ability to provide a quality experience for your end users, and find areas to automate or set up pre-approval rules to streamline these processes.
Request Traffic by Team
Get the insights you need to share accurate numbers with department heads and understand company wide adoption of your AppStore.
FAQ
Why am I not seeing any data?
If you happen to see what looks like dummy data in your environment, this is because you haven't sent any access requests yet! Send one through Lumos by following these instructions:📄 Requesting Access to an App
How do I see my ITSM data?
If you have your ITSM connected in Lumos, you can configure your ITSM data for reporting by going to Settings and toggling on "Allow Logging for Reporting". You should then be able to configure projects to sync 🎉
How recent is this data?
Our data (for Lumos requests and ITSM) will refresh overnight!
Who can view these reports in Lumos?
Currently all Lumos admins will be able to view these reports in Lumos. Please stay tuned for a dedicated admin role to only view Analytics, as this is not available today -- if you wish to share these reports without giving someone access, we recommend you download the CSVs or take screenshots!
How do I change my benchmark value?
Please reach out to your CSM to change or remove these benchmark values from your Analytics page! As a reminder, this benchmark will show for all users able to view the AppStore Analytics tab.
Can I adjust the time frame of the Analytics tab?
Yes! At the top of the screen you'll see that our page is defaulted to the Last 12 Months on a Monthly cadence. You can adjust the look-back window to be Last Month, Last 3 Months, or even Last 6 Months. Additionally, you will be able to select between a Monthly & Weekly cadence. Don't worry - we'll remember these settings for next time 😉.