Monthly IT Reports

[Oranjin]

I currently build out the monthly IT reports in a power point presentation based off of the data that I get through our service request IT Help desk interface (samanage).

 

considering that I'd never done anything like this and I had never even worked in excel before doing this, I think I've done a pretty good job. Additionally, the previous rendition of the report was nothing more than a powerpoint which was created in 10 minutes. However, I would now like to understand how to take the monthly IT report to the next level. To do this, I would like to understand what IT professionals build into their monthly reports. Specifically, I'd like to know that given if a professional IT service desk manager/director sat down in my company after years of doing this type of work at another company - what he'd expect to see.

 

Currently there is not what I would articulate as the strongest level of interdepartmental communication existing within this organization/department. As a result, it is difficult to acquire - what seems to me (but what do I know, I'm flying by the seat of my pants here) - fundamental information which would aid in the reports expansion and make some of the information less arbitrary.

 

I would specifically like to know information relating to trends. Currently, I have very minimal information on this and as a result the report mostly contains information on behavior month over month. I use excel and the data input sheet that I have constructed struggles with managing large volumes of data. Should I just built a master sheet where information from previous months is left, so I can interact with the entire pool of data as needed? Or is there certain information that I can carry over?

 

What kinds/types of information do monthly reports traditionally have?

 

Currently I have

 

1. System Availability reports
   
2. 'Incident Production'
   

 

• Including:
  
  • Number of New Incidents
    
  • Comparison of this month vs last month
    
  • Customer Satisfaction
    
  • Ratio of New-to Closed Tickets
    
  • The amount of time it takes to close a ticket (overall)
    
  • Comparison of the amount of time resolved tickets have taken to resolve vs 'aged' incidents. That is, incidents that were created in a previous month and closed this month.
    
  • Major Category Summary
    
  • Trends:Incidents closed this month vs incidents closed a previous months up until the begging of 2016 (we first acquired samange in 2015 and therefore only have data from then ON.
    

 

1. Aged Incidents
   

 

• Incidents Aging into Next month created this month
  
• Incidents aging into next month created a previous month
  
• Aging Incidents by category
  

 

1. Top Requesters
   
2. Service Requests (Closed)
   
3. Service Requests (Aged)
   
4. Change Requests