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ITIL Service Desk Module

Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value.
 
Dashboards
 

Take control over your Service Desk operation(s) using Metricus Dashboards and advanced reporting functionalities

Dashboards contain various visual reporting options such as Scorecards, Reports, Gauges, Graphs, and more. You can create and assign a unique Dashboard to every user in Metricus and specify who has access to what level of information. You can get started using the Templates that are available, and customize Dashboards further based on your own requirements and stakeholder needs.

You can for example assign a holistic Service Desk Dashboard to the Service Desk Manager, and detailed data rich reports to your Analysts. If you run multiple Service Desks, benchmarking functionalities allow you to compare these with each other, or with industry peers. Metricus equips you with the information you need to effectively deploy your IT resources, ensure you meet your SLAs, and control the costs of your IT operations.

Metricus Service Desk Benchmark

Service Desk Benchmarking

This image presents tells you how your Service Desk KPIs are performing against a peer group of Service Desk operations. The peer group can be internal service desk teams, or a group of industry peers


Metricus - Service Desk Scorecard

Service Desk Scorecard

This is what a Service Desk Scorecard looks like for an IT manager. Selected metrics are identified and configured in a scorecard that provides visual point-in-time information. The scorecard provides information on the current performance of the Service Desk against stated performance targets. Colored indicators inform the service desk manager if performance is on track. Arrows show if the trend is positive, neutral or negative.


Metricus - Service Desk Scorecard

ITIL Service Desk Graph

This is an example of a dynamic graph that indicates the performance of four different Service Desk organizations. The dynamic graph allows for analysis of various aspects of a KPI. On the one hand you can compare the number of calls to each Service Desk over a period of time, the graph however also allows you to drill into the details and assess calls per category, per source, and so on.


Gauges If you require a holistic Service Desk Dashboard that tells you at the blink of an eye how the Service Desk is performing; dials or gauges is what you need. You can define the relative importance of individual KPIs, categorize a number of KPIs per Gauge, and add as many gauges to a dashboard as you prefer. Gauges inform the Service Desk manager at any point in time if SLAs are being met and customers are taken care off
Scorecard A Scorecard provides 'point-in-time' information and allows you to assess your current performance against predetermined targets. Traffic light symbols help you to quickly understand where you stand today for every KPI in your Module
Trend Graph Trending graphs allow you to monitor the performance of KPIs over a period of time. A visual representation of the performance of your KPI is depicted in a graph along with the target or benchmark that you identified. Filtering and Sorting options are available, allowing you to set the time interval for your analysis
Report Writer Every Module comes with a powerful report writer that allows you to create, manage and maintain your own reports. You can compare KPIs, drill down into the data, switch between bar chart, pie chart, and so on. The report writer is typically relevant to Analysts, who need to analyze and assess performance data
Six Sigma Charts

For selected KPIs within your Module, Six Sigma Histogram or Six Sigma Control Charts are available. These charts show you where your process is not performing optimally yet and where you can further enhance your performance

Dynamic charts Dynamic charts are typically used alongside Trend Graphs in a Dashboard. Trending information visualizes performance over a period of time, dynamic charts allow you to dig into the information and assess various angles of your data. You can for example view the number of service requests per day, service requests per category, per type, per ID, per user, and so on.