IT Service Desk: Why Management Reports Matter

By Megan Berkery

Maintaining an accurate IT Service Management database of Incident and Request tickets for customers provides valuable management information to all involved in an IT Organization.   

Reporting on Service Level Agreements to ensure contractual obligations are being met is a key and an important indicator of the level of service customers should receive. Though, just as important, are reports on best practice ITSM metrics to regularly evaluate and assess maturity, efficiency, and effectiveness of your entire IT Operation.   

When it comes to Service Desk reporting, one size does not fit all.  Reports should be customized to fit the needs of your operation and should best “tell the story” of your overall operation month to month. The data should be easily presentable and readable allowing your organization to focus on what matters. 

The best reports should include top incident and request trending, top callers, and location analysis.  These reports help drive problem management, identify end user training needs, assess business trends, and highlight policies or processes which frustrate and alienate users.  These reports allow Service Desk Management to provide proactive recommendations and allow organizations to take execution to detect and fix broken or inefficient policies and operational issues throughout your company.  

When it comes to making sure you have the right Service Desk team for your organization, the reports matter.  Not all reports are built the same, just like not all organizations are the same.  It’s important to find a Service Desk that provides custom reports that fits the needs of your organization.  Contegix provides significant value in the areas of reporting, exceeding desired targets and providing timely reports.  We use Service Desk Management reporting to continuously improve consistency and quality of customer interactions across all channels, maximizing every customer interaction.