Reporting

Richmond SupportDesk's powerful web based reporting; provides dynamic, interactive and actionable reporting capability with access to key statistics on the support operation.

Visualisation is provided via a web browser or directly from within Richmond SupportDesk. Staff are provided with comprehensive reporting capabilities to help track vital key performance indicators. The latest release of Richmond SupportDesk incorporates the following:

• Over 30 completely new and 70 updated reports
• Dynamic trend analysis reports to visualise open or resolved incidents on a daily/monthly basis and incident volume by group, priority and status
• Enhanced SLA reporting including average response resolutions, failed SLAs by specialist or category and exception reports.
• Report Scheduling for automatic distribution

Reports can be scheduled and automatically e-mailed, printed, saved to file or published to a web server enabling insightful decision making whilst minimising administration and maximising resources.

With the latest release of Richmond SupportDesk there are over 70 updated and 30 completely new report templates. These can be run as individual reports or the criteria can be modified to meet the users exact requirements.

Reports include trend analysis to visualise key support statistics for example, open or resolved incidents on a daily/monthly basis, incident volume by group, priority and status. Reports can be applied to any item in the Navigator/CMDB enabling the setup of tailored client specific requirements, ideal for use within a MSP environment or internal support where departmental analysis is required.

Service Level Agreement (SLA) reports include average response resolutions, failed SLAs by support technician or category and exception reports.

Management Reporting

The Richmond SupportDesk Management Console is designed specifically for service desk managers and provides a real-time, graphical view of the support environment. Key performance indicators (KPI) with drill-down to incident level ensure that managers have full visibility of the support operation at all times.