Service Management Analytics and Reporting

Provide IT staff with greater insight into their operational performance and potential improvement opportunities with better access to data and information that drives better decisions and, in turn, better performance.

Real-Time Performance Data

Get the visibility you need to drive process improvement in your service desk, with real time information and easy reporting personalization.

Cross-Analyze Over 150 Metrics

Analyze your service desk operational performance using over 150 built-in metrics with InvGate’s OLAP cube. From waiting time by agent to number of priority changes by department.

Cross-Analyze Over 150 Metrics

Multi-Departmental Reporting

Because InvGate Service Management supports multiple help desks and differing access levels, Analytics does too. With reporting tools available to all service desk coordinators and administrators for their area of responsibility.

Multi-Departmental Reporting

Customizable Dashboards

InvGate Service Management Dashboards provide you and your team with at-a-glance insight into your IT operations. Fully configurable with point-and-click and drag-and-drop configurations, you can easily display the KPIs and information that is most important to your business to help highlight areas of success and those in need of improvement.

InvGate Service Management’s dashboards featuring visual data elements such as total requests, pie charts showing request distribution, a line graph, and a bar chart.

Sharing Analytics

Sharing reports and dashboards with InvGate Service Management improves collaboration and decision-making by providing real-time data access. It streamlines communication and increases accountability and transparency, allowing users to share dashboards and reports with colleagues, including management and other stakeholders.

Automation

In Service Management, can be set up to automatically generate and distribute on a regular schedule, eliminating the need for manual report creation by agents and managers. These reports can be shared with both licensed and unlicensed users.

Benefits of InvGate Service Management Analytics

InvGate Service Management Analytics will help your company to up its IT support game through better insight into services and operational performance. By providing access to the right information when IT support personnel need it, teams can improve both the efficiency of operations and effectiveness of service delivery thanks to:

Improved Visibility and Awareness

Real-time insight into IT support operations not only increases the understanding of how the service desk is performing, it also shines a light on service quality. performance. Whether this is related to service desk agent efficiency, the meeting of service level targets, or the success of knowledge management activities.

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