Reporting for ITSM

As the number of requests and the scale of your service desks grows, you need powerful reporting to provide visibility across teams and functional areas.

VisualScript lets you add reports to a dashboard to pull all the information you need into one place to tell a larger story and provide a complete narrative for how your team is performing across KPIs.

ITSM Reporting with Context for Informed Decision Making

  • Jira Service Desk (JSD) is very flexible and can be used to capture requests and tickets across an organization
  • Built-in JSD reporting is not as flexible as the rest of the platform and it only provides basic reports
  • Users often develop a practice of exporting data and using Excel for reporting
  • Excel is difficult to govern, often out of date, and susceptible to human error
  • Traditional metrics only provide part of the story, they provide the what, but not the why
  • Effective data-driven decision making requires in-context reports that answer why
  • A single reporting platform that spans charts, in-context reports, and light business intelligence allows standardizing information and reporting across the organization

Read more.

ITSM white paper

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.

Learn More About Using VisualScript for ITSM

4 Critical Reports for IT service Management

Four Critical Reports for IT Service Management

These four must-have reports that will help you measure the health of your IT service desk by starting with the necessary metrics and then going to reports that provide context for those metrics. Get the information you need to make better decisions about resources and processes.

Read more.

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.