SerioPlus Reporting and Key Performance Indicators

If you are setting up a new Service Desk, you should think carefully about reporting.

We've thought a lot about reports. That's why we include a full suite of ready-made reports for you to use.

You can schedule this reports to run automatically and be emailed to as many recipients as you choose.

Reports available to use include

	A choice of Daily, Weekly and Monthly summaries and status reports
	First Time Fix Rate
	SLA Response, Resolution and Escalation Performance
	System availability, including impact hours and total up time
	3rd-party supplier performance
	Agent and Team performance and metrics
	Customer satisfaction trends and analysis
	Status and Workflow Position reports

We also provide guidance on preparing management reports - useful for those attempting this for the first time, or getting started as a helpdesk manager or team leader. For example, there is our metrics white paper (see the link on the right), or our many blog articles.

White Paper
Helpdesk/Service Desk Metrics Getting Started

	Serio BlogTalk
"Locating Incident Management Key Performance Indicators (KPIs) in Serio" (more) "Availability Reporting Round-up" (more) "Service Desk/Helpdesk Metrics Health Check" (more)