VisualScript 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

Gauge

Quick KPI Gauges

Put your top KPIs front and center on the dashboard as easy to read gauges. From service desk performance, SLA health, and issue severity, VisualScript can give a quick view of your most important metrics.

Number of Tickets

Number of Tickets

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.

Service Desk Capacity

Service Desk Capacity

Provide your service desk managers the information they need to make operational adjustments for capacity. You'll be able to see every team and department with incidents and requests to know how many and what type of tickets are handled every day.

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.

Workflow

Workflow

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.

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 Retrospective<

Problem Retrospective

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.

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.

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