I am a new user of ITIL and have been asked to configure a reporting method. We use Crystal reports for other applications and I was wondering if there is anyone that can direct me in how to configure CR in ITIL, or if there is any reference materials available
The whole idea of ITIL is to report off the measures you define that support the process. Typically for tables like Service Request you want to evaluate if the Actual Finish was before or after the Deadline.
The spirit of ITIL is "do reporting" but the suggested measures from the textbooks are meaningless unless they actually support your process.
Find out what matters to your business first, THEN build the reports.