Recently, ManageEngine Analytics Plus conducted a survey of 160 ServiceDesk Plus customers to understand what they want from an analytics solution when it comes to deriving insights from their service desk data. The survey focused on various aspects of ITSM analytics including ease of use, data accessibility, and the overall benefits of a BI tool.
want more customization for the incident management module
prefer asset management so they can plan for future license purchases
believe the change management module needs more information