Introducing report bundles for ServiceDesk Plus

We've made several strives in making analytics accessible to all. With report bundles, which are prebuilt blueprints of indispensable help desk KPIs, powerful visualizations are merely seconds away. Simply download the report bundle, and revolutionize your ITSM game!

Performance
Cost optimization
Technician skillset         New            
Preview the reports in this bundle
IT budget wastage

Unused assets can be IT's biggest cost drains, silently depleting funds that can instead be used to further vital initiatives. Identify the most unused software and their associated license fees, then rework purchase plans to reduce wastage.

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Average cost of repairs by age tier

Are inefficient purchases draining your IT budget? Higher repair costs for older assets indicate natural wear and tear, however, similar expenses for newer assets point to underlying issues with the chosen vendor or manufacturer.

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Variation in break-fix costs

This analysis helps IT admins determine the cost-efficiency of asset purchases. While a decreasing trend in break-fix costs denotes good ROI, consistently increasing costs indicates the organization can try alternate vendors that are less expensive.

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Effort-intensive asset categories

Avoid application downtime, and the subsequent loss in productivity and revenue, by identifying asset categories that involve longer repair times. Simply increasing the frequency of preventive maintenance for these categories can overcome asset failure.

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Mean time between failures

Track the time between asset failures to streamline maintenance strategies. Lower values point to the need for better preventive maintenance or asset procurement, while higher values indicate efficient maintenance practices.

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Cost draining asset age tiers

Timely asset disposals go a long way in optimizing IT expenses. Understand asset repair costs across different age tiers to determine if your organization would benefit from commissioning earlier replacements.

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Error-prone asset age tiers

Would your organization benefit from replacements or repairs? Track incident volume across older age tiers, and their corresponding costs from the previous analysis, to determine the most cost-effective way forward.

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Cost of repairs

Are your assets at the end of their useful life? Increasing repair costs can be a good indicator. Understanding repair costs by their impact also allows managers to prioritize asset replacements and ensure assets that impede daily operations are addressed on priority.

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Asset age and end-user satisfaction correlation

Are older assets truly impacting your end users? Should you commission replacements sooner, or hold off? Discover data-backed answers by visualizing satisfaction scores across different asset age tiers.

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IT projects estimation accuracy

Understand and improve budget allocation accuracy to streamline IT project costs. Consistently underestimating expenses depletes the funds set aside for unforeseen, critical IT expenses, while continually overestimating costs indicates that project managers are requesting more funds than necessary.

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Cost impact of delayed projects at $50/day

Understand the financial impact of project delays through this analysis. By assigning a dollar value to each day of delay, project managers can easily visualize the budget wastage accumulated due to project delays.

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Effect of KB usage in incident resolution

Visualize the reduction in work hours when tailored solutions are utilized during incident resolutions, and promote a culture of knowledge sharing to reduce resolution times and costs.

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Top ranking technicians

Hone in on your top performers visually. Monitor improvements over time and understand performance variations with this interactive visual analysis.

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Areas of expertise

Recognize technicians' varied expertise by identifying categories where they deliver shorter resolution times. Wield this insight to fine-tune the ticket assignment and resolution process in a mature service desk.

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Subject matter experts

Discover the experts across every ticket category. Dig deeper to understand the nuances of a technician's service expertise levels across different sub categories.

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Versatility

Looking for the jack of all trades? This visualization helps you identify the technicians who are well-versed in handling tickets across multiple categories.

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Plugs delays

Identify the silent powerhouses in your team. This analysis showcases technicians that demonstrate ownership by picking up reassigned tickets to ensure prompt resolutions and reduce crippling backlogs.

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High throughput

Discover the workhorses in your team with this powerful visualization. The technicians that resolve the highest number of assigned tickets assigned to them showcase their subject expertise and dedication.

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Continuous improvement

Determine your team's dedication to continual improvement. This analysis tracks technicians who continually improve their quality of work across various parameters.

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End users' favorite

Identify the technicians who consistently go above and beyond to ensure an end user's satisfaction by delivering prompt and accurate resolutions.

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Promptness

Uncover the technicians who keep end users informed of the resolution progress through prompt responses, promoting transparency, and focusing on end-user satisfaction.

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Lowest on-hold time

Deliver speedy resolutions. Recognize the technicians who pick up and resolve tickets without resorting to frequent pauses and extensions.

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High quality

Quantify the quality of your technicians' work with this intuitive analysis that identifies the delivery of high quality resolutions by gauging the service desk's reopen rates.

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Ability to work under pressure

Discover the technicians who consistently meet incident SLAs regardless of time constraints, showcasing their flair for managing workloads under pressure.

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Ability to multitask

Rank technicians by their ability to resolve a high velocity of incidents across multiple incident categories, which is a crucial weapon for handling onslaughts of large ticket volumes.

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Ability to take ownership

Recognize technicians who retain ownership of their assigned tickets and resolve them without resorting to reassignments or delays.

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How does it work?

Download the required report bundle.

Import it into your ServiceDesk Plus workspace in Analytics Plus.

Enjoy powerful insights instantly.

Note: To use report bundles, ensure Analytics Plus on-premise users are on build 5240 or above,
and ServiceDesk Plus on-premise users are on build 14000 or above.

New to Analytics Plus? Try it for free today!

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  • Note: Analytics Plus on-premise users should be on build 5240 or above to use this report bundle.
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