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Your first response time (FRT) is an essential KPI for service desk as it measures the average time between the receipt of a consumer inquiry to the initial communication made by a customer representative. Measure, analyze, and improve your service desk functions, and make the right decisions. For more insight into our helpdesk metrics, and how you can create your own, try our software for a 14-day trial, completely free! data and then apply it to your own data. CIOs can compare the service desk�s percent of IT spend with industry benchmarks. You can generate reports for any module, including Incident, Change, POs, and Contracts. Can we shift resources to better align with business objectives? You can improve your service desk�s efficiency and performance by getting better visibility into service desk data. The answers to the questions above, as well as the insights derived from the metrics and KPIs, help the CIO make strategic decisions that impact business objectives and convey IT�s contribution to the organization. Find the right insights by customizing reports and creating your own KPIs and metrics. The design is responsive and is 100% adapted to mobile devices of all sizes. This condenses the statistical information from your service desk into a more readable format, making it easier to understand the reports. These 11 management reporting tips will boost your business success. ServiceDesk Plus supports multiple types of reports, including query reports and KPI reports. Together with helpdesk metrics, service desk KPIs will help to make every one of your customer service touchpoints the best it can be. Get the averages for call time, response rate, technician workloads etc, Minimize service disruptions by analyzing the data, Define, then reach or exceed your SLAs, KPIs, OLAs, Get more reports at the custom reports swap shop, Creating custom reports in HelpMaster part 1, Time distribution grouped by Contact type. Once a report has been written, all you need to do is copy it into the "custom reports" folder, and HelpMaster will automatically display your new report in the list of available custom reports. In ServiceDesk Plus, you can add up to 20 widgets to a dashboard, including various built-in widgets and even custom ones portraying KPIs and reports. Deliver better projects faster. By Sandra Durcevic in Data Analysis, Apr 24th 2019. Such blended reports serve as a single pane of glass by combining data from a spectrum of IT-related activities. Hence the name, Dashboard is ideal starter template to bring into being an admin, control panel or, like the name says it, dashboard. If you choose the Material Dashboard template for your project, not only will your admin area be featuring some of the best practices in user interface design from Google, but you’ll also get access to a great set of tools to help you give your dashboard a custom look. HelpMaster is an affordable, flexible and powerful help desk and ITSM toolset that is used around the world by companies to streamline business services and customer support.