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
System Availability reports
'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.
Aged Incidents
Incidents Aging into Next month created this month
Incidents aging into next month created a previous month
Aging Incidents by category
Top Requesters
Service Requests (Closed)
Service Requests (Aged)
Change Requests
