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The power of good reporting….

Having access to the right information at exactly the right time you need it is vital in today’s statistic driven world. We have all been in the position where a sudden demand for some essential piece of data has been thrust upon us, 5 minutes before that data is needed. So what do you do? Often it is just a quick grab what you can and hope that will be sufficient.

Then there is the situation where you don’t know exactly what you need to report on, so you report on everything, and then no one then reads it because the important information is clouded by irrelevant and useless data.

hth华体会OB体育登录 is also audited and approved to support SDI Certification Standards , ensuring that your SDI audit reports are thorough and easily available.

At hth华体会OB体育登录 we believe in having options. hth华体会OB体育登录 IT Service Management includes a range of different reporting options which enable users to report on the statistics that really matter. Create reports on historical data, real-time statistics and tailor these so that only those who need to see it, do.

We also integrate with Power BI for more powerful analytical views of your data.

Service Desk

Dashboards

Securely highlight the important information the way you want it and gain quick access with a single click, using configurable dashboards and a library of gadgets that get you into the action fast.

1. What Does It Do?

  • Create Dashboards specific to a group’s core roles and customise with layouts and gadgets appropriately
  • Key Performance Indicator (KPI) gadgets provide instant visualisation of the health of your Service Desk across all your processes.
  • Publish a summary of important information, such as service status, in summary or in detail
  • Create rich graphical charts showing performance levels and trends over time
  • Provide access to recently accessed records and commonly used functions such as “Add Incident”

2. Key User Benefits

  • Increased visibility into your Service Management operation
  • Improved staff productivity
  • Easy access to information you need

3. More Info

Having access to the important information your teams need to perform is a vital function of any Service Desk. hth华体会OB体育登录 IT Service Management provides you with complete control over the display of your information through an unlimited number of completely configurable Dashboards. You can even create unique Dashboards specifically for individual teams.

Dashboards aren’t merely a way of showing off your Service Desk performance. They’re a great way of navigating with a single click to the most important information you need, exactly when you need it. With multiple Dashboards showing your owned Incidents, tasks due today and other important information such as announcements, you’re never far from the information you need.

Dashboards are also ideal for presenting summarized information to your end-users via the hth华体会OB体育登录 IT Service Management self-service portal. Providing clear and concise access to information and features, dashboards help improve usability, and employee adoption of the facilities that IT provide.

However you want to display your Dashboards, you’ll find a layout and combination that suits both you and your team.

1. What Does It Do?

  • Organisation-specific Service Desk metrics mean you only see what is important to you and ensure that sensitive information remains secure
  • Monitor single or multiple hth华体会OB体育登录 Service Desk operational Key Performance Indicators (KPI) and benchmark them over time
  • Proactive management of resources based on up-to-the-minute utilisation information
  • Monitor performance in a single location, ensuring that decisions can be made more confidently and quickly
  • Consolidate information across multiple systems, databases and applications, into a single Dashboard

2. Key User Benefits

  • Show the true value of IT
  • Prompt and informed decision making
  • Increased visibility of Service Management key performance indicators

3. More Info

Busy Service Desks produce lots of data and it’s easy to lose sight of what’s important. You never know when you’ll need that important statistic or piece of information. Never go hunting for stats again and gain a visual early warning of potential issues that require additional attention or escalation, with a Wallboard for hth华体会OB体育登录 ITSM. Gain a complete overview of your Service Desk by visualising data with stunning charts. Monitor current versus historical performance, and check progress against targets that the Service Desk team can work towards together. You can even publish a Wallboard to management, or make it public by displaying your stats proudly on a wall for everyone to see.

By building comprehensive Wallboards that provide visual feedback to both users and managers, hth华体会OB体育登录 Service Management lets you focus on the little things, while it monitors the rest.

With hth华体会OB体育登录 IT Service Management you can proactively monitor agent workloads, identify service level trends, benchmark current performance against previous months and years, and monitor the perception of the quality of your service through customer surveys. Whatever statistics you need to survive, you can be sure that hth华体会OB体育登录 IT Service Management contains the lot.

Read the Wallboard datasheet .

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ITSM Wallboard

Never be lost for a stat again. Monitor your key performance indicators with a range of comparative visualisations and gain detailed operational insight across your service management disciplines.

Service Desk

ITSM SDI Reports

Demonstrate the true IT support capabilities of your Service Desk, and spot predicted future trends, with these Service Desk Institute SDC accredited performance reports for hth华体会OB体育登录 IT Service Management.

1. What Does It Do?

  • Track the demands placed upon your Service Desk and your performance metrics as you meet them
  • Better understand your backlog and the volume of work undertaken
  • Track adoption of self-service capabilities and the effectiveness of your knowledge base
  • Identify the true cost of service provision
  • Track customer satisfaction over time

2. Key User Benefits

  • Supports your journey to achieving SDI SDC accreditation
  • Benchmark Service Desk performance improvements over time
  • Improved visibility of key Service Desk metrics
  • Increased customer satisfaction as performance improves

3. More Info

 

The Service Desk Institute (SDI) defines the best practice standards that all Service Desks around the world aspire to attain. SDI best practice standards allow organisations to drive towards Service Desk performance improvements, developing them into a key business function that delivers increased value to any organisation. hth华体会OB体育登录 IT Service Management contains a suite of reports that are approved by the Service Desk Institute (SDI).

These SDI Performance reports are a vital component of your evidence pack when pushing towards the award or renewal of your SDI Certification. hth华体会OB体育登录 IT Service Management includes everything you need to demonstrate your Service Desk performance and progress over three, six or twelve months.

Using the hth华体会OB体育登录 IT Service Management integrated SDI performance reports you can demonstrate ‘Value to the Business’ and support ITIL® continual improvement processes. While SDI accreditation is not for the faint-hearted, hth华体会OB体育登录 IT Service Management makes it easier for you to define part of your core evidence pack. Used in conjunction with the integrated suite of Reports, Dashboards and Wallboards, the SDI approved Performance Reports ensure a comprehensive reporting suite to cover all your Service Desk aspirations.

Watch this video from the SDI to see Service Desk Certified Reporting in action:

ITSM SDI Reports

SDI reporting

1. What Does It Do?

  • Monitor performance trends of your agents and teams over time
  • Graphically display information trended over a rolling 12 month period
  • Quickly create tabular, details and graphical reports using the integrated reporting features
  • Export your data quickly to external reporting tools

2. Key User Benefits

  • Clear visibility of trends over time
  • Improved decision making based on actionable data
  • Clarity over Service Management performance
  • Increased collaboration and information sharing

3. More Info

Supporting the business is the key role of IT today and keeping on top of your Service Desk’s performance is a clear way of showing value to your business. hth华体会OB体育登录 IT Service Management features hundreds of flexible, feature-rich, out-of-the-box report combinations. When combined with the ability to easily filter your data, and an integrated report builder, you really can get access to the data you need, exactly when you need it.

All reports are available in a variety of formats including tabular, details, and graphical, ensuring there’s always a report for every occasion

With an integrated suite of reports your Service Desk statistics are visible immediately, displaying both past performance and future trends. Whatever your reporting needs, the options are almost endless.

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ITSM Management Reporting Suite

Gain valuable insight with immediate access to operational information, and key performance metrics or build your own and share commonly useful reports with others.

What have our customers done?

Many of our customers have been able to take advantage of the reporting options through hth华体会OB体育登录 ITSM, here are just a couple of examples of what the reporting options have been used for.

The Service Desk Institutes accreditation reports helped support Informatics Merseyside become the first NHS IT Service Desk to achieve 3-star certification.

Introduced reporting to track Service Level Agreements (SLAs) and to keep customers happy. They have now extended this to also report on pipeline for new business

What Our Customers Say

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