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Performance Cost optimization Technician skillset New

Performance

Cost optimization

Technician skillset New

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Are your technicians falling behind on resolving incoming requests? This visualization helps you identify such instances by tracking closure deficit, which is the difference between the number of created and closed requests each month.

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Gain insight into the extent to which your technicians are lagging in completing tasks by examining a weekly report that reveals the volume of backlog accumulation.

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Streamline the request resolution process by understanding and overcoming request backlogs. This visualization categorizes pending requests based on their last updated time, which is beneficial in identifying request pileups.

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In addition to monitoring the average resolution time of requests, analyze the number of hours technicians allocate to each request to identify how they distribute their time throughout the day.

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Understand the correlation between change implementation and request volume. This helps managers identify if change implementations are driving request volumes, or if they're improving productivity as a result of lesser incidents raised.

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In addition to monitoring category-wise SLA compliance on a weekly basis, this visualization also computes the variation in compliance rates across each week. This sheds valuable insight into resolution improvements, and quickly catches setbacks.

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Focus on identifying the requests that are on the verge of breaching their SLA within the next two hours, enabling you to make a final effort to resolve them promptly and prevent any further decline in SLA compliance.

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Helps managers identify specific days of the week where SLA compliance takes a hit. This can point to underlying trends in request resolution that can be targeted to improve overall compliance.

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Are your technicians placing requests on hold so they can provide resolutions before the timer runs out? Understand the impact on-hold time has on SLA compliance using this insightful visualization.

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Move over, generic aging reports. This powerful visualization provides an overarching analysis of requests based on their age in the help desk, ensuring managers stay on top of backlogs and SLA violations.

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Looking for a single window to track technicians' work completion across all ITSM modules? Trying to quantify improvements in technician performance? This analysis is all you need.

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Nothing irks an end user more than delayed resolutions. Hone in on unresolved requests that haven't been worked on in a while, a.k.a. stale requests, and boost customer satisfaction rates.

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A good way to improve your ticket assignment workflow is by understanding variations in request unassigned time. Increasing values point to a need for improvement in auto-routing practices or for proactiveness amongst technicians.

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The benefits of understanding technician contribution to the team's workload is endless. You can avoid burnout by working towards a balanced workload, and zero in on slackers within the team.

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Requests are often placed on hold while waiting for a response from the user. But sometimes, they're also placed on hold to avoid the SLA timer from running out. Catch both instances using this insightful visualization.

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Understand technician proactiveness by tracking requests' average time spent in the unassigned state. Haven't configured auto-routing? This analysis is then a key weapon in your arsenal, and helps you monitor and improve request assignments.

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Quantify the impact various help desk events have on a user's overall satisfaction. Identify practices that leave a bigger mark on satisfaction scores, and work towards their remediation.

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Discern problem areas in your help desk by identifying categories where users are consistently unhappy. Employ targeted strategies to improve resolution quality in these avenues, and boost overall satisfaction.

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The previous visualization uncovers help desk categories that need improvement. But are you looking for more information? This analysis provides nuanced insights into the individual requests and technicians that received the lowest satisfaction scores.

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Is an increase in request volume impacting your end users' productivity and satisfaction? This analysis uncovers this correlation, and helps you discern technicians' ability to handle increasing load and identify if additional IT staff are required.

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Trying to identify slackers in your help desk team? Merely tracking workload distribution may not give you a complete picture. Leverage this analysis to also identify technicians who receive the lowest satisfaction rating on the team and bring down the overall average ratings.

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Monitor the daily software installations to catch illegal software usage promptly, and implement remediation steps to overcome cybersecurity breaches or data loss.

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Is your organization facing loss in productivity due to pending asset repairs? What's the dollar value of productivity loss when assets break? This powerful visualization provides insightful answers to these queries.

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Measure current IT spend against the available budget to ensure you do not blow past the allocated funds.

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Understand the pace at which assets are added to the IT infrastructure, compare against previous years, and ensure the acquisition rate is proportional to business expansion to ensure profitability.

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IT assets are meant to facilitate productivity. But what if the inverse rings true in your help desk? Identify troublesome IT assets that directly impede organizational productivity.

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IT budgeting can be a cumbersome yearly ordeal. Streamline this process with this visualization that predicts asset consumption and acts as a handy tool in strategizing an accurate IT budget for the upcoming year.

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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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Is your workforce expansion driving IT spending? This analysis uncovers if new joinees' asset procurement increases IT expenses significantly, or if expenditures are due to possible break-fixes.

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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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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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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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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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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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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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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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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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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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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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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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This analysis sheds vital insights on a technician's efficiency in resolving issues with assets. IT managers can work towards reducing expenses, improving efficiency, and quantifying their efforts through reductions in repair times.

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

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Rank your team across multiple facets of a service desk's incident resolution process. This proves handy in tracking the best performer in each incident resolution stage.

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

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

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

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Identify technicians who consistently work long hours and monitor those who appear overworked. These insights prove vital in streamlining workload management.

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Introducing report bundles for ServiceDesk Plus

How does it work?

New to Analytics Plus? Try it for free today!

Download Report Bundle

Resources

Product

Support

Connect with us:

Active Directory
management Manage, track, and secure Active Directory

Identity governance
and administrationOrchestrate user identity management and access controls for Zero Trust

Privileged access
managementControl and secure privileged access to critical enterprise systems

Enterprise and IT service
managementDeliver a consistent employee experience across business functions

Customer service
managementBuild a one-stop portal for customers with efficient account management

IT asset
managementCentralize and automate the complete IT asset life cycle

Network and server
performance monitoringEnsure network, server, and storage reliability with AI-powered insights

IT incident
managementEfficiently manage and resolve IT incidents while ensuring transparency

Cloud-native solutions for IT managementMonitor, manage, audit, and secure your multi-cloud
and hybrid infrastructure