IT Monthly Management Reporting: Incident Tracking

IT meting over monthly management reports - IT help desk

Communication on a help desk is key to providing quality service

Consistent and organized IT monthly management reports will give your organization or your business will help keep all of your strategies on track. We understand it may take some time, energy, and patience to get past some of the common management reporting issues that other businesses and organizations have faced. Once you have moved past the common issues, you will be able to improve your entire process and the monthly management reporting will be worth it.

Your IT monthly management reporting software will only be as good as the vendor or provider who will offer it. One of the questions that many people have about monthly management reports is what are the features of a well-built monthly management reporting system. You may already have a sound report format or you may just want to be sure that you have covered everything, we hope we can help provide you with the information you need.

Your IT help desk or service desk solution may already come with a set of reports, but sometimes these reports are not the most essential metrics for your team to track. You should focus on the metrics that will help you achieve the most critical aspects and objectives of your business.

Response Time

Incident response time is the number of hours, minutes, or days that have passed when the issue was reported and a resolution was actually found. A fast response time with moderate reopen rates will specify effective customer service.

Resolution Rate

The resolution rate consists of the percentage of problems that were resolved the first time they were brought up. First-time resolution rate will not consist of any repeated calls. When your organization has a high first-time resolution rate, this will generally correlate to outstanding customer service and outstanding customer satisfaction.

Where Are The Highest Incidents?

You will have an opportunity to determine what business departments have the highest need for products and services. Reviewing incidents per department will give you the best chance to identify any holes in your service and provide as an aid in assigning agents correctly.

Current Tickets

Another thing that you should be reported is the number of tickets that are currently active. When you are aware of the number of current tickets you have, you will not be caught off-guard and you will not be overwhelmed by the tickets. Keeping track of the active tickets will also prevent you from having unsatisfied customers because you will not let your tickets get backed up.

Revisiting Tickets

Do you keep track of the percentage of tickets that have to be reopened after the initial contact? If a ticket needs to be reopened after it was marked as resolved may provide you with the insight you need to improve your training. This can also result in a need to perform maintenance and/or repairs on your hardware.

No Resolution

If you have incidents that did not receive a resolution can mean that you have holes and gaps that need to be filled when it comes to your agents. There can also be holes and gaps when it comes to knowing how to properly manage the system.

When you are able to keep track of the number of tickets, incidents, and resolutions, you will be able to do the following:

  • identify tendencies
  • identify what areas have the highest ticket volume and the lowest ticket volume
  • schedule agents appropriately during the high-volume times

You want to ensure your end users and customers are happy and satisfied at the end of the day, and proper IT monthly management reports can provide you with the assistance you need to ensure this does happen. Contact us today for more information on IT management reporting.

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