Today's service desk managers are constantly required to do more with less while still maintaining service quality, keeping up with the ever-increasing technological demands of end users, and supporting their organization's digital transformation efforts. In the midst of all this, do you find yourself missing a few SLA-defined deadlines, losing a few tickets in the pipeline, and wishing you had better visibility into service processes? Then you need to build powerful metrics and KPIs that not only give you prescriptive information but also provide diagnostic insights that can shine light on the help desk's weak points.

In this e-book, we discuss 10 proven tips that can transform your ITSM reporting and help you build powerful, actionable ITSM performance indicators and metrics that can change the way you manage your help desk.

Visualize the entire support process in a single dashboard

Service desk dashboards must be three things: targeted, actionable, and, most importantly, comprehensive. Only then can they pinpoint bottlenecks, uncover problems, and answer critical questions that can help improve service quality and reduce operational costs. Take the incident management process, for instance. It's a fundamental aspect of a help desk, so most service desks have well-defined workflows for incident management. However, charting these workflows on a single dashboard makes it easier to look for places where there's an interruption in the flow of work.

The dashboard below provides a simplified view of the incident management process. The widgets show that MTTR (time taken to resolve incidents) has increased while SLAs have dipped in the current month. The reports below explain why, illustrating how an overarching dashboard can provide a visual map of processes and the opportunities to improve them.

Observing the reports, it's clear that MTTR has increased even though there's been no change in the incoming incident volume. This has impacted the SLA compliance rate. Analyzing the next set of reports, it's clear that several critical incidents have been escalated and reopened in the current month. Also noticeable are a few critical incidents that are backlogs from the previous month. Therein lies our problem.

Essentially, visualizing the entire incident management process makes it easy to spot bottlenecks, remove congestion, and streamline workflows, saving the service desk a lot of time and effort.