Knowledge Article Centric Approach
 
Starting with a KCS approach, Service Cube expands the role of knowledge articles by including the ability to predefine the SLA; service catalog category; an advanced workflow which specifies budget hours, asap/alap points and predecessor controls; FCR flag; linkage to service design packages and more.

Per KCS, knowledge articles are created upon demand (when a Customer requests something), additional content comes from crowdsourcing and designated people finalize the article into a fully functional state.
 
With this working set of knowledge articles, Service Cube changes the service desk process from manually creating each ticket to searching for the applicable knowledge article.  Once selected, the ticket is created automatically with all of its predefined components and classifications.  And with the knowledge article linked to the ticket, future changes to the knowledge article will enable real-time reclassification of the associated tickets without changing any of the ticket data.
 
Design Tab content
  
 
Advanced Ticket Segmentation for Analytical Purposes
 
1.  An overview of all tickets by their service level agreement priority (due in x hours) shows areas that are meeting or not meeting  (in red) this requirement.
   
2.  The right click above allows a pareto view to see which knowledge articles were used and verify it they each have the correct SLA applied.
   
Providing Statiscial Process Control for Service Level Agreements
   
3.  Alternatively, you can show an SLA control chart to assess the degree compliance, any  improvement required and view the trends.
   
3.a.  This is an enlargement of the process capability assessment results (from above).
Priority 4: Medium
24 hour SLA with 90% compliance
 Assessment
Current Result 95% compliance
Average = 4.78
Median = 3.0
Standard Deviation = 21.99
# of Data Points = 773
+1 sigma A 27 hour SLA would have
95% compliance
+2 sigma A 49 hour SLA would have
97% compliance
+3 sigma A 71 hour SLA would have
98% compliance
   
   
Insights from using Service Cubes
   
4.  This shows a bottom up view of how the work activity is weighted from the resource to the service to the Customer (department). 

The high activity service cubes are the areas to focus as are the tallest bars within each Cube.