ServiceDesk Plus dashboards for
data-driven ITSM excellence

• Navigational complexity: Poorly designed dashboards can create a cluttered, unintuitive user experience, making it difficult to find critical insights and reducing their overall usefulness.
• Cognitive overload: An excess of unfiltered data can overwhelm users, leading to analysis paralysis, where the sheer volume of information hinders timely decision-making.
• Integration issues: Dashboards may encounter compatibility challenges with ITSM practices and other IT applications, leading to incomplete or outdated information if integrations are not properly managed.

1. Canned widgets

These prebuilt data visualizations are meticulously designed to present essential metrics and insights tailored to each specific ITSM practice. They can be added to dashboards to monitor areas such as request statuses, SLA compliance, technician workloads, and asset details, providing quick access to critical information without the need for additional configuration.

2. Report widgets

These widgets provide a dynamic way to display specific report data directly on dashboards, allowing users to monitor key ITSM information, such as request summaries, change statuses, or asset details, in real time. They ensure quick access to actionable insights without the need to generate full reports.

3. Table widgets

These widgets present data in a structured, tabular format, allowing users to visualize and interact with information in a concise, actionable way. They enable users to extract specific data from various ITSM practices, such as requests, incidents, tasks, changes, or assets, and configure columns to display the most relevant details.

With an intuitive interface, these widgets transform how IT technicians engage with tickets and critical data. When users interact with tickets within a widget, a pop-up window seamlessly appears, offering relevant details and deeper insights—all while maintaining the context without requiring users to leave the dashboard. This feature enhances data exploration by offering quick access to additional information.

Table widgets further boost productivity by enabling direct actions on requests, such as editing, assigning, closing, linking, merging, or creating incidents as well as adding or viewing conversations and notes—all directly from the dashboard. Users can also switch between list and template views for added flexibility.

4. URL widgets

These widgets enable users to embed external webpages, such as intranet pages or resource portals, directly onto dashboards. They enhance accessibility by offering quick access to essential information without requiring users to leave the dashboard. Users can configure them effortlessly by adding the desired webpage URLs, ensuring that all critical resources are conveniently available on a single interface.

5. Graph widgets

These widgets support a variety of graph types, including bar charts, pie charts, line graphs, pyramid charts, and summaries, offering flexibility in data visualization. Selecting the summary graph type enables you to showcase critical data counts for key ITSM elements, such as the open incidents, request inflow, expiring assets, and overdue tasks, elegantly presented in a card format. This enhances visibility and simplifies service monitoring, ensuring efficient oversight directly from the dashboard. With customizable colors for summary count cards, users can achieve visual distinction and clarity. Additionally, the Smart View feature provides a pop-up view when you click a card, enabling deeper data exploration and actionable insights.

A dashboard for IT service desk managers

A ServiceDesk Plus dashboard can equip IT service desk managers with a tactical view of team performance, enabling the monitoring of key metrics such as SLA compliance, ticket resolution rates, trend analysis, workload distribution, and customer satisfaction. It provides real-time visibility into ticket statuses, allowing managers to efficiently track open, resolved, reopened, and pending tickets. With features for monitoring SLA compliance, the dashboard highlights whether SLAs are being met, enabling quick action on breaches. Managers can also analyze the performance trends, workload distribution, and resolution times, helping them identify bottlenecks and areas for improvement.

Additionally, the dashboard can track team and agent productivity, ensuring balanced workloads and high efficiency. By incorporating customer satisfaction metrics, you can emphasize service quality, while customizable views and reports allow managers to dive deeper into specific performance aspects. Managers can also import specific report data directly onto the dashboard for deeper insights without leaving the dashboard. These features empower service desk managers to make informed decisions and enhance the efficiency of the service desk.

A dashboard for C-level executives

C-level executives prioritize high-level insights and strategic metrics, such as overall service performance, incident trends, and the financial impact of service operations. These metrics enable them to make informed, data-driven decisions that align with organizational goals. Executive dashboards are typically less granular, offering a comprehensive view of the organization's service health.

ServiceDesk Plus' dashboards for executives are designed for selective sharing with specific users or user groups. Any existing dashboard can be elevated to an executive dashboard. However, this process removes all widgets except those containing request details and URLs, ensuring the focus remains on the most critical metrics. Graphical elements on ServiceDesk Plus dashboards simplify the visualization of complex data, facilitating quick understanding and actionable insights.