Making a Start with ITSM Reporting

A colleague here asks me to write about reporting for a customer who is trying to create an IT service management report for the first time, and has little or no Serio experience - and who is not sure what data to use or where to begin.

First of all, I'll list the resources we have here on this website. Probably your first job should be to print and read our Service Desk Metrics White Paper. This white paper discusses different types of data, discusses why we write reports in the first place, and provides a sample reports template you can use.

This subject has come up before on this very blog, in these posts about metrics and KPIs (Key Performance Indicators). These posts might be of use:

Key Performance Indicators for Incident Management

Some Service Level Management Key Performance Indicators

Problem Management KPI Suggestions

Does Your Helpdesk/Service Desk Phone Just Ring Out?

There are others - search the blog for metrics and reporting.

(In case you've ever wondered, the difference between a metric and KPI is this: a metric is just a measure of something, whilst a KPI should be a measure of quality)

It doesn't matter too much if the Categories you've got set-up and are using for Incident logging are a bit of a mess. Clearly this is not ideal and needs to be rectified at some point, but it should not stop you producing a report.

So having said all that, where do you start? You will need to locate and install a copy of SerioReports, as that is where (not surprisingly) most of the ready to run reports are located. Make sure you can connect to your live system with this - you'll find instructions for how to do this in the SerioReports help.

Let's look at some measures of quality we can use.

First Time Fix Rate (FTFR). You'll find this in report AGT14, located under Agent Performance in your Report Explorer. FTFR is one (from many) measures of quality - it tells you how often, when a Customer calls with a problem, that they get an immediate resolution. If your figure is very low (for instance, less than 10%) it might indicate training or skills gaps within your Helpdesk or Service Desk team, issues with morale or motivation, or simply that the problems you deal with are of such a complex nature that FTFR will always be low.

This is where your judgement and skills as a manager will come into play - understanding why things are the way they are, and making recommendations for improvement.

Whilst you are in that area of SerioReports, have a look at who is resolving tickets by examining report AGT21 or AGT5.

I'll continue this post either tomorrow or early next week.