Reports can be generated from software tools, but why do we need them? Isn’t ticketing just for audit logging and tracking of assignments? Are reports just fancy charts to show the management?
Reports can be generated from software tools, but why do we need them? Isn’t ticketing just for audit logging and tracking of assignments? Are reports just fancy charts to show the management?
Let’s take a look at some of the reports commonly used and the reasons behind it:
1. SLA reporting – Measures made on the SLA committed to the customers. Breeched SLA could mean penalty in some cases of an IT outsourcing environment and is the most direct reflection on how well a IT department is performing. Some common measures are :
a. % of incident tickets resolved within agreed resolution times
b. % of availability of the server’s uptime
c. % of changes that exceed the change window
2. KPI reporting – Key performance indicators are considered mini SLA reports, but they are not as critical. They show the “quality” of the IT services provided. Some common measures are:
a. % of incident tickets responded within the response time
b. % of emergency changes raised
c. Number of total incidents/SR/RFC
3. Work load reports – To show the distribution of work based on the different teams and time spent on each ticket. Such reports are usually used to help justify for more head counts in the respective team. In an ever growing IT environment, number of new projects, SR, RFC, Incident tickets will keep increasing and headcount always require justifications. Some helpdesk environment also rewards the agent who handles the most calls based on this report.
4. Monthly reports – To show the different trends on a monthly basis and alert the managements in charge. Some interesting reports are:
a. Highest number of SR raised by the various user departments
b. Highest number of emergency changes by departments
c. Number of incident tickets raised with the resolution “user educated”
d. Monthly trends in the number of “password reset” requests
IT Department is a “non-revenue producing” area which always get the least budget. They don’t get credit when everything goes smooth, and when something goes wrong, they get all the blame. New systems are always being introduced, new hardware are purchased, applications developed, all to support the on-growing business. How IT department can show their hard work is thru these reports. They help us understand what is going on in the IT department and sometimes also serve as “ammos” in meetings against other departments. Frankly, the main advantage of all software tools out there is REPORTING.