Analyze Your IT Performance, Inventory, & Workload

Reports & Analysis gives you reporting tools to quickly measure your help desk performance, track your inventory, and identify the bottlenecks that are affecting your system and performance. Develop smarter strategies that will help you work more efficiently, reduce your help desk workload, and improve end-user satisfaction.

Get the data analysis you need to improve your help desk performance and make more informed decisions!

Over 50 built-in reports help you achieve more

Making strategic decisions in your IT department requires that you have the right information and a detailed analysis of your data available at all times. The comprehensive reporting tools that SysAid Reports & Analysis gives you will help you evaluate your help desk performance, identify the root causes of problems, track your inventory, measure your service quality, and forecast trends for the future.

With the detailed reporting provided by SysAid Reports & Analysis, you can make more informed business decisions. Is it time to purchase more computers? Do you need to hire additional administrators? Are your printers problematic? SysAid Reports & Analysis provides you with the data you need to answer these questions both accurately and decisively!

Measure Your Help Desk Workload

Service Requests that are Active and Closed

See how many service requests are currently active and view graphs on the opened-to-closed service request ratio: per period, per category, per administrator, and more.

Activities performed to resolve service requests

When resolving service requests, your administrators can log activities on the actions that were taken and how long it took. View reports on these activities to see how much time and energy were invested in service request resolution.

Evaluate Your Service Quality and Performance

Speed of Response and Incident Resolution

With SysAid’s dynamic timers, you can get reports on the number of hours it took your administrators to respond to and resolve incidents from the moment the service request was opened.

Service Breaches

If you decide that a certain category or company should receive top priority support, or that administrators must respond within a certain amount of time, run a report with your criteria to see how your team is performing.

End-User Satisfaction Levels

Based on the surveys that your end-users complete when you close a service request, see how satisfied your end-users are with the support that they received.

Identify Problems and Bottlenecks

Over 20 reports are available on the “highest values” to help you quickly identify problems and take the necessary actions to fix them.

• Which service request category takes the longest to resolve?
• Which administrators take the longest amount of time to resolve service requests?
• Which end-users submit the most service requests?
• Which assets are associated with the most service requests?

If you notice that most service requests are submitted under the “Printer” category, you can investigate your printers to find the problem. If a certain type of computer is continually causing problems, perhaps it’s time to find a replacement. This data can quickly point you in the right direction to find the root cause of problems and the necessary solutions.

Detailed Reporting to Track Your Inventory

When discussing the IT budget or undergoing an audit, it’s essential that you keep an accurate and up-to-date asset records. SysAid’s inventory reporting gives you comprehensive data about all of your hardware, software, and catalog products:

• List of all assets with details as specific as every asset’s purchase date, display resolution, warranty expiration, supplier, and even which cubicle it’s now located in
• The software products that are installed on every computer
• Every change that has happened to every asset
• Reports on inventory aging