Raising the Bar: Trend Reporting for ITSM
What are the busiest times for service in your organization? How can you stagger your service desk staff to account for activity and prevent service outages?
ITSM trend reporting provides a snapshot into all of the ways and times employees have needs from your service desk. These patterns will help you determine areas for improvement, including how to best utilize the service providers on your team. Samanage has introduced a new set of reporting capabilities, giving you even more visibility into the busiest days and times, as well the workload for groups and individuals.
This episode of Raising the Bar outlines the ways in which you can create, save, share, and automatically run these reports on your service delivery. Start drilling down on the specific days and hours that put the most pressure on your team, and use trend reporting to make the appropriate adjustments.