Executive Summary Report

Configure N-able N-central Dependencies prior to running any reports.

The Executive Summary report renders performance evaluation scorecards, with options to provide details on every aspect of a customer's network.

You can deliver this report for an entire SO, or for one or more customers of an SO. To select multiple customers, press and hold down the Ctrl key, and then click each customer that you want to select. The customers within the report will be listed individually on the title page of the report, if you've selected to include a title page.

The Executive Summary report can be directed for one of the following users (see How to Run the Report You Need for details):

Executives (with scorecards)
IT personnel
CIOs

Each section of the report is optional. Within each section, there are further options:

Provide a scorecard
Add a summary
Add a summary and details

What's in Each Section shows what the summary and details contribute to the report .

You can refer to How Scores are Calculated for the following:

When customers need answers about how a score was derived
Overall Score calculation
Exact calculations for the individual scores

Review the Prerequisites for Running the Report if you are running this report for the first time.

Details are included if you wish to know more about Executive Summary Report or Advanced Settings.

Prerequisites for Running the Report

If you have just installed Report Manager, wait two hours before running the report in order to ensure that all the data will be included in the generated Executive Summary report.

Make sure that the N-central dependencies are set up in N-able N-centralfor each section. Refer to the table, below.

Category	Sections	Dependencies
Asset Management	Devices Under Management Server and Network Warranty Workstation, Laptop and Mobile Warranty	Asset Discovery, Notifications, Program Level
Security Monitoring	Antivirus Windows Patching Third Party Patching Hardware Firewall	All firewall services, with the exception of FW-Chk Point; all AV Activity services, which includes AV Status (formerly AV SecurityCenter) only if the customer is running N-able N-central 6.0; one of the following: MBSA 1.2.1, MBSA 2.0, or Patch Status N-central 9.2 Service Pack 1 Hotfix 1 or later (with the exception of N-central 9.3 Beta) Patch Monitoring, Microsoft Patch Management Third Party Patch Management
Data Protection	Data Protection	Asigra Backup, Backup Exec, Backup Manager Events, Patch Status, Shadow Protect, Veeam monitoring, Windows Backup, XiloCore Backup services
Business Service Availability	Business Service Availability	Devices, Services
Network Reliability	Network Reliability	Servers, Switches/Routers, Traffic Service
Performance	Servers, Workstation/Laptops	CPU, Disk, and Memory services
Ticket Summary	Ticket Summary	PSA Integration with N-central 9.0 or greater

Default Values for Global and Category Parameters

Global parameters are the first group of settings, in order on the screen when you are setting up the report, and apply to all sections of the report.

The category parameters are the next group of settings that are used in each section of the report. Use the default values to ensure that a first-time report provides an overview of critical areas and gives you the starting point to discuss the impact of your services.

The following table provides the default values for global and category parameters.

Parameter Label	Default
Global Parameters
Period	One Month previous to the current month is the preselected default for Period. This is the previous month. For example, if this month is February, the default for One Month is January. See Reporting Period Description and Defaults below for more details.
Service Organization	Preselected
Filter by Customers	Preselected
Customers	No default
Include Title Page	Preselected
Include Table of Contents	Not selected
Include Overall Score	Preselected
Notes to Include	Not specified
Use Letter Grade	Not selected
Start Scorecard on New Page	Not selected
Auto-Add Summaries Failing a Score of	60
Auto-Add Summary Text	Because this section failed to meet our expectations, further details have been automatically added to the report
Include Actionable Findings	Not selected
Category Parameters
Include Devices Under Management	Selected
Include Server and Network Warranty	Selected
Include Workstation and Laptop Warranty	Selected
Include Antivirus	Selected
Include Windows Patching	Selected
Include Third Party Patching	Selected
Include Hardware Firewalls	Selected
Include Data Protection	Selected
Include Business Service Availability	Selected
Include Network Reliability	Selected
Include Server Performance	Selected
Include Ticket Summary	Selected
Include Time Based SLA Breakdowns	Selected

Reporting Period Description and Defaults

The reporting period is a global parameter and it has many options. The following table provides details and defaults for all the different reporting periods possible.

To properly generate custom executive summary reports, you will need to edit the UI controls so that the reporting period and start and end date parameters appear at the top of the list in the following order:

Period
Start Date
End Date

When customizing the report, ensure the Available Values field for the Reporting Period parameter in the Custom Report Management utility has the following value: config.dbo.uspGetPeriodPickList.

Parameter Label	Parameter Description	Default
Period	Period defines the start and end time for the report: 1 Day, 7 Days, 14 Days, 30 Days, 90 Days, One Month, 3 Months, One Quarter, One Year	One Month previous to the current month is the preselected default for Period. This is the previous month. For example, if this month is February, the default for One Month is January.
Period in Days
Period Start Date	If you selected a numbers of days (1, 7, 14, 30, 90) for Period, the Period Start Date parameter appears. The report will include data for the number of days following the start date. Note: The start date is included as one of the days.	The default uses yesterday's date as the end date for the report period and includes it, counting backwards the number of days selected. For example, if today is Jan 2, and you select 7 days, the Period Start Date will be Dec 26, the period end date will be Jan 1.
Period in Months
One Month	If you selected One Month for Period, the Month parameter appears. The report will be generated for the month selected.	One month previous to the current month.
3 Months	If you selected Three Months, the Three Month Start parameter appears. The report will be generated for the three months previous to the month you select for the Three Month Start.	Three months previous to the current month.
Period by Quarter
One Quarter	If you selected One Quarter for Period, the Quarter parameter appears. The report will be generated for the selected quarter and year. Q1=Jan 01 to Mar 31, Q2=April 01 to June 31, Q3=July 01 to Sept. 30, Q4=Oct 01 to Dec. 31.	One quarter previous to the current quarter.
Period by Year
One Year	If you selected One Year for Period, the Year parameter appears. The report will be generated for the selected year.	One year previous to the current year.

Advanced Settings

If you clear the Advanced Settings checkbox after you make changes to the dependent settings, your changes will be ignored.

The Advanced Settings option allows you to do the following:

Customize the Preamble Text (the default text that appears at the beginning of each section)
Modify the weight that a section contributes to the overall score

To enlarge the text box for viewing or editing text, click and drag the corner in Firefox or Chrome. In IE, scroll to view or edit text.

In addition, there are more options for the following Advanced Settings:

Include Server and Network Warranty > Advanced Settings allows you to select Show Unknown Warranties.
Business Service Availability > Advanced Settings allows you to adjust the SLA Availability percentage.
Windows Patching > Advanced Settings options include:
- Patch Grace Period,which is the number of days prior to the report end date. If any patches are approved during this grace period, they will not count in the Patch Score, and they will not appear anywhere in the Report.
- Devices Classes, which allows for filtering devices by device classes for this section
- Include Unmonitored Categories, which allows you to include patches in categories that are not monitored by the Patch Status service.
- Include Devices Not Under Patch Management, which allows you to include devices that aren't under Patch Management in N-able N-central.
Third Party Patching > Advanced Settings options include:
- Patch Grace Period, which is the number of days prior to the report end date. If any patches are approved during this grace period, they will not count in the Patch Score, and they will not appear anywhere in the Report.
- Devices Classes, which allows for filtering devices by device classes for this section
- Include Unmonitored Categories, which allows you to include patches in categories that are not monitored by the Patch Status service.
Ticket Summary Advanced Settings has more options available. To review what the options will mean to your report, refer to Ticket Summary: Best Practices , below.

Ticket Summary: Best Practices

Report Manager polls your ConnectWise Manage and Autotask PSA connections directly, allowing you to provide your customers with comprehensive details about their ticketing.

Ensure accurate reporting of Open Tickets

Before deleting a ticket in the PSA, close or resolve the ticket. After closing the ticket, wait an hour (at a minimum) to allow for the next ETL before deleting the ticket. ConnectWise Manage and Autotask do not provide information on deleted tickets to Report Manager. Deleted tickets will remain in the status they were before deletion in Report Manager.

For more information, refer to KBA45027: Deleted tickets inflating remaining Open Tickets

Prevent duplication of data in the case of multiple group IDs

If you have multiple Group IDs, you need to turn each Group ID into a company in ConnectWise Manage. In this way, each company will have only one Group ID, which will identify all ticket information correctly and prevent the duplication of data.

For more information, refer to KBA45025: ConnectWise Manage ticket count issues.

What's in Each Section

Scorecards

The Scorecard gauge allows for a quick visual of the section's score.
The Scorecard table shows Key Performance Indicators (KPIs)that contribute to the section's score.
Scorecards can be configured to automatically include more detail if a section fails to meet a goal.

Summary and Details for Each Section

This report has preselected settings that provide you with a Scorecard in the report for every section by default, except for Workstation Performance.

Each section provides additional options for you to include summary and detail information.

Include Summary

The selection of Include Summary expands the report detail with information that has been divided into:

Scope—What coverage you’re providing
Example: What AV solutions you’re supporting/monitoring and their respective coverage
Work—A summary of the work provided (including Automated N-central tasks)
Example: How many updates, scans and threats you dealt with
Status—The current status of the network
Example: Are devices up-to-date and scanning regularly?

Include Details

The selection of Include Details provides you with insight into the scope.

Use the table below to select settings that provide you with the exact information that you need for your customer.

What's in the Summary and Details by Section

Asset Management
Devices Under Management	Scope—Managed versus Unmanaged devices on your network Work—Added or Removed Devices, Remote Control Summary. Details—Network Hardware Inventory, Mobile Device Inventory, Unmanaged Device Inventory.
Server and Network Warranty	Scope—Server and Network Warranty Status, Warranty Status by Device Class Work—Managed servers, switches and routers and their warranty status. Details—Managed devices and their warranties. Device with warranties expired or soon to expire are highlighted.
Workstation, Laptop and Mobile Warranty	Workstation, Laptop and Mobile Warranty Scope—Workstation, Laptop and Mobile Warranty status Work—Workstations, laptops and mobile devices and their warranty status.
Security Monitoring
Antivirus	Scope—Antivirus solutions on the network, devices without antivirus protection and Work—Updates Completed, Threats Found and Scans Completed Current Status—Update Status, AV Scanning, Top 10 Devices With Infections Details—Current status of antivirus solutions by device.
Windows Patching	Scope—Devices Under Patch Management, and Devices Not Under Patch Management Work—Patches Installed per Device Class Status—Current Devices Details—Devices With Missing Patches, Failed Patch Details Installed patches includes 'Installed' and 'Installed With Errors'; Missing Patches includes all other installations statuses. Patches approved during the Patch Grace Period will not count in the Patch Score, and they will not appear anywhere in the Report.
Third Party Patching	Scope—Devices Under Third Party Patch Management, Devices Not Under Third Party Patch Management Work—Patches Installed per Device Class Status—Current Devices Details—Devices With Missing Patches, Failed Patch Details Installed patches includes 'Installed' and 'Installed With Errors'; Missing Patches includes all other installations statuses. Patches approved during the Patch Grace Period will not count in the Patch Score, and will not appear anywhere in the Report.
Hardware Firewall	Scope—Devices monitored and unmonitored for Firewall protection, and their current status with Event by Category and Incidents Per Day.
Data Protection
Scope—Devices monitored and unmonitored for Data Protection, and Work—Backups completed, Backup Results and Top 10 devices with Failed Backups. Details—Daily Data Backup in GB per day, chart and table.
Business Service Availability
Business Service availability section compares service availability to SLA in visually appealing tables that allow for a quick overview of trending and the addition of a table, Top 10 Devices by Lowest Service Availability. Details—Select Details to enhance the Service Availability Details table with Availability for each named device.
Network Reliability
Network Reliability displays the current status of network availability, with addition of a table, Top 10 Devices by the Lowest Uptime. Details—Network Utilization chart
Performance
Servers	Summary server performance status, the top 10 devices exceeding capacity, and top 5 devices by overall change in utilization. Details—Server Exceeding Capacity and Servers Reaching Capacity charts
Workstation	Summary workstation and laptop performance status, the top 10 devices exceeding capacity, and top 5 devices by overall change in utilization. Details—Workstation/Laptops Exceeding Capacity and Workstation/Laptops Reaching Capacity.
Ticket Summary
Report Manager polls your ConnectWise and Autotask PSA connections directly, allowing you to provide your customers with comprehensive details about their ticketing. Work—Ticket Source, Top Users Assigned Tickets, Top Devices Associated with Tickets, Ticket Issues Breakdown (Closed Tickets Only) Current Status—Open vs. Closed (graph), Ticket Status (table), Open Ticket Status, Open Ticket Priority. Details—Tickets Opened This Reporting Period, Outstanding Tickets from Previous Reporting Periods, Outstanding Tickets Closed This Reporting Period.

How Scores are Calculated

Overall Score Calculation

The overall score is the weighted average score of all the sections that have been included in the report.

Here is the calculation Report Manager uses to arrive at the overall score:

[(S1*W1) + (S2*W2) + (S3*W3) + ... + (SN*WN)] / [W1 + W2 + W3 + ... + WN]

Where

S = the score for each section

W = the assigned weight for each individual section

N = the number of sections included in the report

Only the sections you include in the report will contribute their weighted score to the overall score. For example, if you set up the Executive Summary and choose to include Devices Under Management, Antivirus and Servers, the overall score will be a weighted average of the score for these sections only.

When a section is selected for the report, you can choose to increase or decrease the weight of the score for that section. By increasing the weight for a critical network area, it can contribute more to the overall score. By default, the score for each section is weighted the same with a value of 50.

For example, if you would like to highlight the Data Protection, you would weight this area more heavily.

In addition, a score for the immediately previous period is included to allow you to track how the network has improved under management.

Notes to Include—This is the text you would like to appear on the Overall Score page under the heading: "Comments from (YourCompanyName)". If you do not specify anything, the heading will not appear in the report.
Use Letter Grade—This will display the overall score as a letter (A-F). If you clear the checkbox, the score will appear as a percentage (100-0).
Start Scorecard on new Page—This puts a page break between Overall Score and the Scorecard sections of the rest of the report.

Individual Score Calculations

Section	Scorecard Score Calculation
Devices Under Management	# of Managed Devices / # of Manageable Devices
Server and Network Warranty	Managed Devices with Valid and Soon to Expire Warranties / All Managed Devices with a warranty date
Workstation and Laptop Warranty	Managed Devices with Valid and Soon to Expire Warranties / All Managed Devices with a warranty date
Antivirus	# of Devices with AV Installed & Current / # of Devices that can be AV enabled
Windows Patching	Updated Devices Method: # of Devices with no Missing, Failed or Not Installed Patches / # of Devices with Patch Management Enabled Installed Patches Method: # of Approved Patches Installed / # of Approved Patches	Depending on the Patch Scoring Method chosen, you will get different results. If you choose the Updated Devices method (default), the score will be based on all devices being 100% up to date with all approved patches. For example, if nine of ten devices are completely up to date, then the score would be 90%. However, if one patch is missing from all devices and all other patches are installed, then the score would be 0%. If you choose the Installed Patches method: The Patch Score is a percentage of the number of all Approved Patches, so that credit is given for patches that are installed. For example, if you have ten devices with 90 of 100 patches installed, then the score would be 90% since 900 of 1000 patches are installed. If any patches are approved during the Grace Period, they will not count in the Patch Score, and they will not appear anywhere in the Report. Patches approved prior to the Report Period will be included in the Patch Score.
Third Party Patching	Updated Devices Method: # of Devices with no Missing, Failed or Not Installed Patches / # of Devices with Patch Management Enabled Installed Patches Method: # of Approved Patches Installed / # of Approved Patches
Hardware Firewalls	# of Devices being monitored by a firewall service / # of Devices in the Switch/Router class
Data Protection	# of Backup Jobs Completed (including with warnings) / # of Backup Jobs Attempted
Business Service Availability	Total Time All Selected Services are Available / Total Time All Selected Services are Available and Unavailable
Network Reliability	(Total Available time of Agent/Connectivity) / (Total time of Agent/Connectivity)
Server Performance	Total # of Devices with failed status of at least 1 service / Total # of Devices Details: The Server Performance section includes a buffer to protect the customer from being penalized for spikes in usage. CPU must be in a failed state for more than 1% of the time to be considered failed and in a failed or warning state for more than 1% combined to be in a warning state. Memory must be in a failed state for more than 5% of the time to be considered failed and in a failed or warning state for more than 5% combined to be in a warning state. Disk must be in a failed state for more than 10% of the time to be considered failed and in a failed or warning state for more than 10% combined to be in a warning state. For example: If the Disk service is in a failed state for < 10% of the report period, the Report will still show a positive score.
Workstation Performance	Total # of Devices with failed status of at least 1 service / Total # of Devices
Ticket Summary	# of Tickets Opened between (Start Date -Grace Period) and (End Date -Grace Period) and closed before EndDate / # of Tickets Opened between (StartDate -Grace Period) and (EndDate -Grace Period) Tickets that do not count toward the score: Tickets closed during the reporting period BUT opened before the start of the report period.

How to Run the Report You Need

Run a short, executive-level report

The Executive Summary report is configured by default for that first, quick scorecard look. We have preselected the format, branding, overall score, and a scorecard section for each category (except Workstation Performance). For more information on what has and has not been preselected, refer to Executive Summary Report, above.

You can make just a few changes to the default settings, depending on what you would like to highlight and provide your customers with a short, powerful first look at your services.

When you run the report for an entire SO, or several customers of an SO, the report results will summarize across the SO or selected customers.

Navigate to the Executive Summary report—In N-able N-central, navigate to Reports > Report Manager. > Managed IT Services> Executive Summary Report.
Select a Period. For this level of report, we recommend that you select 7 Days.
Select a Period Start Date.
Select a Service Organization.
Optionally, select to Filter by Customers. If this is not selected, the report will include information for all customers of the SO.
If you selected to Filter by Customers, select one or more Customers.
In the first section, the "global settings" area (settings that apply across the report):
Clear the checkbox for Include Title Page (reduces the output by one page).
For Auto-Add Summaries Failing a Score Of specify "0". This will prevent any sections from including a summary. This ensures that the report stays in a manageable range of under 6 pages. For more information, refer to Executive Summary Report.
Limit the scope of the report to your key areas. Depending on your priorities for this first glance report, you may consider clearing the checkboxes for one or more of the following:
- Include Workstation and Laptop Warranty
- Include Server and Network Warranty
- Include Hardware Firewalls
- Include Business Availability
If you select the Include Time Based SLA Breakdowns option, you can compare availability over specific time periods.

To report on the full day, the Start Time must be set to "00:00:00" and End Time must be set to "24:00:00".
For Render report directly to, select a format from the drop-down list.
Click Generate Report.

PDFs of the Executive Summary report now have bookmarks of sections for easier navigation through the generated report. In the left-hand pane of the PDF, select the bookmark icon to display the bookmarks within the report.

Run an IT-level report

To produce the previous short executive level report, you cleared some of the preselected defaults and changed Auto-Add Summaries Failing a Score of to 0 from 60. For this report, you can leave the default at 60, which will add a summary section for each scorecard that falls below the threshold, providing insight into a less desirable grade.

In a nutshell, for a 10 to 15 page IT-level report, leave all the default settings as they are and select a summary for each category of key interest, services from the Business service availability section, and a customer. For more information on preselected settings, refer to Executive Summary Report, above.

When you run the report for an entire SO, or several customers of an SO, the report results will summarize across the SO or selected customers.

Navigate to the Executive Summary report—In N-able N-central, navigate to Reports > Report Manager. > Managed IT Services> Executive Summary Report.
Select a Period. For this level of report, N-able recommends that you accept the default of One Month.
Select a Month.
Select a Service Organization.
Optionally, select to Filter by Customers. If this is not selected, the report will include information for all customers of the SO.
If you selected to Filter by Customers, select one or more Customers.
In the Business Service Availability section, select the required services.
For each category of interest, select Include Summary. This allows you to display the following sections in the report, and provides for visibility of trends:
- Scope—What coverage you’re providing
  Example: What AV solutions you’re supporting/monitoring and their respective coverage
- Work—A summary of the work provided (including Automated N-central tasks)
  Example: How many updates, scans and threats you dealt with
- Status—The current status of the network
  Example: Are devices up-to-date and scanning regularly?
If you select the Include Time Based SLA Breakdowns option, you can compare availability over specific time periods.

To report on the full day, the Start Time must be set to "00:00:00" and End Time must be set to "24:00:00".
For Render report directly to, select a format from the drop-down list.
Click Generate Report.

Export format, Start Date, and End Date selected on the report generation screen do not apply to scheduled reports. You will select these for each schedule.

Run a comprehensive CIO-level report

Use a comprehensive CIO-level report to provide in-depth understanding of all factors contributing to scores.

Follow the instructions for Run an IT-level report, above, making sure to select Include Summary.
For the sections you want the most detail on, after selecting Include Summary, select Include Details.
The details section will help you explain the score. For example, the Devices Under Management details tables provide inventory specifics about Network Hardware, Mobile Devices, and Unmanaged Devices. The Ticket Summary details tables clarify the score by providing information on Tickets Opened this period, Outstanding Tickets from previous periods, and Outstanding Tickets closed this period.
For more information, refer to What's in Each Section, and look for Details in the section you would like to know about.

FAQs

Server Performance: How is Reaching or Exceeding Capacity Determined?

The following calculations are used to determine categories for server capacity:

Exceeding = (Failed)/( Failed + Warning + Normal)
Reaching = (Warning + Failed) / (Failed + Warning + Normal)
Normal = (Normal) / (Failed + Warning + Normal)

Where

Normal = Time device spent in a Normal state
Warning = Time device spent in a Warning state
Failed = Time device spent in a Failed state

Only Normal, Warning, and Failed states are included in calculations. All other states are ignored.

Definitions: Warning, Failed

For the purposes of the calculation, a device is considered to be in a Warning or Failed state after a certain threshold has been met. In this case, the threshold is a specified minimum time spent in a state by selected metrics. The three metrics we use are CPU, Disk, and Memory. Each metric is calculated for each device. The overall categorization of the device capacity is determined by the metric with the worst state. Only one metric has to reach the threshold for Failed, for example, before the device is considered Exceeding capacity.

Thresholds:

CPU > 1%
Memory > 5%
Disk > 10%

These percentages can be configured in the custom template.

Example

If CPU on a device is in a Failed state for 0.5 % of the time, and in a Warning state for 0.7% of the time, then using the calculations above, CPU would be in the Reaching category for that device.

Failed = 0.5%, which doesn’t reach the required minimum of 1%.
However, Failed + Warning = 1.2%, which is above the minimum required 1% and therefore, the device is in the Reaching category.

Ticket Summary: What is a Grace Period?

A Grace Period is the number of days to shift the reporting period back in time, to ensure that a scorecard score does not include open tickets without a reasonable chance of resolution.

Tickets without a reasonable chance of resolution include tickets opened at the end of the month, or, if the month ends on a weekend, tickets opened that weekend.

Example of a Grace Period

For example: We have a report with a Start date of February 1, and an End Date of February 28. We then select a Grace Period of 5 days.

Start Date	End Date	Grace Period	Grace Period Start Date	Grace Period End Date
February 1	February 28	5 days	January 27 (5 days Grace)	February 23 (5 days Grace)

Open Tickets: The tickets counted as open are those opened between January 27th (Feb 1 minus the 5 day Grace Period) and February 23rd (February 28 minus the 5 day Grace Period)

Closed Tickets: Of the tickets opened during this period, only the ones that were closed before the report end date (February 28) are counted.

There is no Grace Period in Ticket Summary report

The Executive Summary Ticket Summary section differs from the standalone Ticket Summary report in that it provides for a Grace Period . The addition of a Grace Period affects the individual score, but not the Summary section.

Ticket Summary: Why is my individual score different that I expect it to be?

The score is based upon the number of tickets that are both opened and closed during the reporting period. Tickets that were opened before the start of the reporting period, but closed during the reporting period will not be counted in the score.

Check to see if you set up a Grace Period when you were creating the report. Without a Grace Period, the individual score and the Summary use the report period end date. If a Grace Period has been specified (the Grace Period parameter has been set to more than the default of 0), the Scorecard now uses the Grace Period end date. However, the Summary section still uses the report end date.

For more information on Grace Period, refer to Ticket Summary: Best Practices .