Over 20 reports relate to the “highest values” or Top X. These will help you to quickly identify common or recurring issues (problems as defined by ITIL, the ITSM best practice framework formerly known as the IT Infrastructure Library) and operational bottlenecks, and to then take the necessary actions to fix them. For example, if most tickets are in the “Printer” category, you can investigate to find the root cause (whether it be a training issue, model build quality, ink and paper quality issues, or something else).
View open ticket data and graphs on the opened-to-closed ticket ratio. You can do this: per period, per category, per administrator, and from other perspectives. If you decide to record incident resolution duration, you can also view reports on how much time is invested per ticket resolution. Thus you can compare respective time investment across incident types, resolution teams, or IT support individuals.
Speed of Response and Incident Resolution.
Use SysAid’s Dynamic Timers to monitor incident response and resolution times.
Monitor and report on service breaches – in total and based on certain criteria, such as critical business services or by business unit.
End-User Satisfaction Levels.
Ascertain and report on end-user satisfaction levels. For the service desk, send surveys on ticket closure to gauge end-user satisfaction.
Whether managing the IT budget, or undergoing an internal or external compliance audit, it is essential to have accurate and up-to-date IT asset records. SysAid IT Asset Management inventory reporting provides comprehensive data about your IT hardware (including mobile devices), software, and catalog products, including: