Reporting for ITSM

Jira Service Desk is an outstanding tool for managing the capture and resolution of tickets. However, as the number of requests and the scale of your service desks grows, the built-in reporting can lack the power needed to provide visibility across teams and functional areas needed to make operational and strategic decisions in an agile way.

VisualScript adds flexible and powerful reporting tools as Jira gadgets, available on any dashboard for any user. It is easy to pull all the information you need into one place to tell a larger story.

With VisualScript and Jira Service Desk, you can provide a complete narrative for how your team is performing across KPIs. The combination provides a single location to see all of the data that pertains to ITSM in context.

Reports Available on the ITSM Dashboard

Health Gauge

Health Gauge Report

Put your top SLA KPIs front and center on the dashboard as easy to read gauges. VisualScript lets you quickly see numbers across projects and teams. For example, you can see what percentage of SLAs are met vs breached. The gauges can easily be tailored to what data you want to see, even across multiple projects.

Learn more about SLA Health Gauges.

Ticket Activity Report

Ticket Activity Report

Know how busy all your service desks are from one report in real-time. You'll get metrics by department for volume, severity, and type of resolution.

Learn more about Ticket Activity Reports.

SLA Report

SLA Report

Service Level Agreements or SLAs are an integral part of any service-based organization. To make sure you meet your customers' expectations, you need keep an eye on your support team's performance and know when action is needed to meet your SLA. VisualScript's SLA report will give you an overview of all your SLA metrics with the ability to drill down into how each agent is doing so you can take action if necessary.

Learn more about SLA Reports.

Time in Status Report

Time in Status Report

Visualize your workflow with KPIs in context to gain situational awareness of a service desk's performance. You'll see where issues get stuck longer than they should. Spot bottlenecks in real-time and take action.

Learn more about Time in Status Reports.

Capacity Flow

Capacity Flow Report

VisualScript's Capacity Flow Report visualizes a service desk's average capacity per day for both requests and incidents across multiple projects. The report shows tickets by type and department. This is a great way to see more than just workload without any manual reporting, automatically on your Jira dashboard.

Learn more about Capacity Flow Reports.

Problem Hierarchy Report

Problem Hierarchy

Visualize the relationships between a problem and incidents to get a full view of how a problem came to be. VisualScript lets you see how the pieces fit together in context so you can generate insightful reports for audits and compliance.

Problem Timeline

Problem Timeline

Once a problem has been addressed, it is time to review the resolution and understand how long it took to get there. VisualScript's Problem Retrospective lets you see the relationships between incidents and fixes along a timeline. This helps you communicate with those affected and iterate to prevent the next problem.

Learn more about Problem Timelines.

Incident Timeline

Incident Timeline

In the middle of an incident, the focus is on resolution, and when the problem is resolved, over everyone wants to move on as quickly as possible. VisualScript generates an automatic review of all the actions over time. This allows you to minimize the time required for a retrospective. You can quickly make adjustments to your processes and be more prepared for the next time something happens.

Change Request

Change Request Status Board

The Change Request Board can be used to track the approval of change requests during a period of time with every detail included such as change type, change reason, and start and end dates. When paired with reports like the Problem Retrospective, you can see the status of a specific change needed in relation to all other changes waiting to be approved.

See All Service Desk Information at a Glance with VisualScript

With this single dashboard, agents, managers, and executives on the service desk team will have a comprehensive view of all their service desk activity in real-time. From KPIs to incident resolution, everyone will be able to see the status of their service desk and be on the same page, fostering open communication and better decision making.


Expand Beyond ITSM to ESM

As new questions arise, the dashboard can be extended with new reports, often leveraging work done to create prior reports. It can also be adapted to work with other functional areas, allowing groups outside of IT to standardize on metrics.

With VisualScipt, you can easily expand beyond ITSM and report on ESM.

Get a Custom Reporting Solution Free

We'd like to invite you to join our special Proof-of-Concept program to help you get started with VisualScript. This program includes an extended evaluation and one-on-one collaboration with one of our developers to help you implement a dashboard of reports.

Learn More