Legacy Support

Does Anyone Read or Act on Your ITSM Reports?

Are ITSM reports really doing anyone any good? Not if all you’re doing is reporting, says author and IT expert Barclay Rae. If no one is acting upon or even reading the reports, it’s time to stop reporting and start doing something more productive. What would be more productive? Barclay suggests customer-based service reporting, based around service bundles. Or, if that’s not possible, just concentrate on improving your IT reporting internally.

However, “bundling” is an important concept to consider, as a way to combine certain IT functions for optimal service quality and customer satisfaction. For instance, the Service Desk “bundle” could include telephony, incident and request handling, customer satisfaction, and other metrics. But different bundles would include different metrics. While the bundling solution may not solve all your problems, it’s an excellent first step toward improvement.      

Show More

Leave a Reply


We use cookies on our website

We use cookies to give you the best user experience. Please confirm, if you accept our tracking cookies. You can also decline the tracking, so you can continue to visit our website without any data sent to third party services.