Never be afraid to show these simple stats off to your managers, by the way. Manage your daily activity and monitor your backlog. Challenge your ability to close cases. IT service reporting feeds into the Continuous Process Improvement core area of your ITIL framework. Overall Service Desk reporting provides feedback into how well the staffing and organizational structure of your Service Desk is working, highlighting the areas that need attention. From core to cloud to edge, BMC delivers the software and services that enable nearly 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise. Service Delivery reporting focuses on where there are problems with individual services in your IT Services Catalog (things like which services have the most incident tickets; which services are most … If you are into strategy, planning and continuously improving your IT-department, download this IT Strategy e-book for more: Six Ways your IT Department Can Think More Strategically.

For example, you can see what tickets new Starters are logging within their first three months of working by making a selection in your service desk tool. Make sure your goals are clear The task of analysing your reports becomes much easier if you know what you are looking for and what reports you actually need. Given these reporting types, here are five valuable Service Desk KPIs that can help you effectively manage your Service Desk. More inspiration If you are into strategy, planning and continuously improving your IT-department, download this IT Strategy e-book for more: Six Ways your IT Department Can Think More Strategically. Lastly – don’t slavishly follow frameworks. Stats like these can be very useful for a lot of things – like getting a good understanding of how your self-service portal is used in the organisation, or if a department who is logging a lot may need some attention.

Map the attributes of your workbook on the attributes of the template. Finally, click 'Confirm & Download'... and your Service Desk dashboard is already downloading :-). The Gartner Magic Quadrant for ITSM is the gold-standard resource helping you understand the strengths of major ITSM software vendors, insights into platform capabilities, integration opportunities, and many other factors to determine which solution best fits your needs. Overall Service Desk reporting provides feedback into how well the staffing and organizational structure of your Service Desk is working, highlighting the areas that need attention. Reports are incredibly useful to any service desk – but they can lose effectiveness if you aren’t sure what purpose you generated them for. But clear and effective stats will already have a huge impact. If many first starters log calls about a printer malfunctioning on floor 1, it’s probably not actually because every one of your new starters can’t operate a printer. In some ways this is not surprising – for organisations that have a reactive helpdesk, logging Incidents and resolving Incidents is what they do. It spotlights which services need improvement and helps provide goals for individual IT service improvement. And quick stats are more instantly relatable than very complicated graphs. If a specific call comes up a lot, there may be something you can optimise in your onboarding experience to combat this. You want to build a Tableau dashboard to better understand your Service Desk data? Execute. Sometimes, you as an organisation will need a specific piece of information, but the option to record this isn’t there. Your Service Desk dashboard is now ready to be used or customized!

I asked if the department uses the reports, to which the response was essentially “no”.

You must retrieve at least the following attributes (it is ok if the names don't match, and it is better to add additional attributes to analyze): On LinPack-for-Tableau.com, select 'create dashboard from template: Service Desk' and upload your Tableau workbook (note: your data is NOT uploaded). Don’t be afraid to keep it simple Remember that while you may instinctively assume that more in-depth reports are better, this isn’t always the case. Here are my tips for improving your service desk reporting. Note that many of these metrics can either be applied to overall Service Desk performance or to individual IT service delivery performance. It allows analysis of incidents by category for billing purposes and contract management purposes. Overall Service Desk reporting tells you how well your Service Desk is functioning and what structural areas need to be improved (things like how long your customers are waiting for service delivery; whether you have enough staff for the workload; and whether you are meeting your Service Level Agreements).

So what can you do? If a certain call or specialism comes up a lot, 1st line will be trained in this in order to decrease call response time and further their learning.

See how to manage your work with Pipefy. Joe has produced over 1,000 articles and other IT-related content for various publications and tech companies over the last 15 years. All of which asks the question of exactly what service metrics do you need to collect for your continuous improvement processes and what type of reporting should be done on those metrics? Get a Home Page for your Service Desk dashboard. These sentiments apply beautifully to Service Desk management and the virtuous cycle that’s created when an organization implements an Information Technology Service Management (ITSM) system using an Information Technology Infrastructure Library framework (ITIL) framework. Customize, integrate and build a fully digital experience for all your stakeholders. reporting, there is a tendency to focus on input data almost to the total exclusion of other performance data. Using LinPack-for-Tableau.com, you can generate an eye-catching, fit-for-purpose Tableau Dashboard on your Service Desk data in less than 5 minutes! Service Delivery reporting focuses on where there are problems with individual services in your IT Services Catalog (things like which services have the most incident tickets; which services are most likely to be escalated to Level 2 and above; and what common incidents are occurring for which service items).

You want to get a clear understanding on your Service Desk results?

× Provide a workbook containing at least 10 attributes. Free Trial . Sarah Bilton of TOPdesk explains the art of service desk metrics. How it works Request. © Copyright Diversified Communications UK - All Rights Reserved. It’s easy to draw a straight line from these standard maxims to ITSM and ITIL. A service report is a kind of document that reports how well the service of your business performed.

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