Hi All, I need some information on the various kinds of reports that can be generated from the service desk and are usually needed for Business & Service managers.I know that in most of the situations, these reports are specific to a customer needs but i am looking for is , based on your experience (in various projects with different domains)what are the different kinds of reports(KPI's for different service desk entities) that are usually needed for a business.
I have also heard about Westbury's report packs, but not sure on what is the level of functionality it provides. Can somebody please provide me your experiences on Westbury's report packs and also some information on any documents that will help in understaing the westbury's report pack features.
My interests are mainly to understand the various kinds of reports (that can be generated from service desk )and how they are useful to my organization in managing their IT in a better way.
Service Desk Version : SD 4.5 with SP21 Report Generation Software : Crystal reporter
We use Westbury Report Manager and I think it's a pretty good tool. The main advantage of using Report Manager is that that all of the Service Desk fields are defined and ready to use in reports because Westbury has developed a custom "universe" (this is a business objects term similar to a Crystal library) for Service Desk. It's a quick way to start creating reports without needing to understanding the underlying data structure of Service Desk. Additionally, they provide some canned reports that can give you some ideas on what kinds of reports can be generated and how it can be accomplished.
Although I'm not directly involved with reporting, some of the more interesting KPI's to me are:
Number of calls, incidents or workorders closed by person or workgroup (shows workgroup volume) Average duration of service calls or incidents (shows workgroup speed) Calls closed inside and outside of the deadline (service performance) Changes that exceed a given change window Number of problems open and closed in a given time period
hi durga, http://westbury-it.com/ is the westbury page. We are using it, has out of box reports,one huge benefit which we havent implemented yet, is the sceduler and web stuff, dashboards etc. It is easy to create reports, but care is needed to check quality etc. We clone our prod db and reports are run off the copy. We have different support areas creating their own reports similiar to those in previous post, I have also used it to extract CIs, makes, models etc to allow for reloads, build mailing list of users,listing blocked users etc.
There are some resources you can access to see sample reports from Westbury, although I wish they did have more samples on their website. If you look at this document, on page two, there are a couple of reports but it's hard to see the detail.