One aspect of Service Desk reporting that should be considered is moving from simply sharing data to telling stories. According to Dan, Service Desks have become data collection pits, and this data needs to be translated into information accompanied by context, and that’s where story telling comes into play.
Simply presenting graphs and tables – just figures – without context or commentary – without a story – can be deadly. This doesn’t show your value. This doesn’t show how the Service Desk is helping the business get to where it wants to be. By finding out what metrics are important to your business and being able to tell stories about related Service Desk achievements, your Service Desk will be viewed as a contributor to achieving business goals.
So, tell us…how many of you are moving beyond graphs and charts with your Service Desk reporting? We’d love to know. And, if you can provide examples, that will certainly help your peers who are aiming to do the same.
If you need help with metrics and reporting, download Demonstrating Service Desk Value Through More Meaningful Metrics, the official whitepaper from the 2013 Service Desk & IT Support Show (UK).