Top 20 Most Commonly Used Services

Overview

With this report, you would provide your team with the top 20 (or 10 or 5) most commonly requested services in your service catalog.  This report is useful for members of leadership as well as Service Owners.

Creating and Configuring the Report

  1. Click the +Report button
  2. Choose Ticket Report from the list of options

Name and Description

  1. Be clear when entering the name and description of your reports, as you want the purpose of the report to be clear to your team.
    • For this example, you can type a name of Top 20 Commonly Used Services and a description of your choosing, if so desired.

Select the Columns for your report

  1. For this report, we want to see the following columns:
    • Services, and
    • Ticket Count

Add filtering to your report

This depends on your need, but you most likely want to report on only a specific period of time, not all tickets ever.

  • For example, you want to look at all services requested year to date.
  • You may want to consider adding filtering based on Status as well.
  • You may want to omit Cancelled tickets, since that may not be useful data.

Ordering your report

  1. Set the following filter configurations:
    • Ticket Count by Descending.

Maximum Rows

  1. Since you have named your report "Top 20", enter the number 20 for maximum rows to retrieve.

Charts

You may want to add a bar or line graph to this report so that you can quickly view months that might have a higher than average resolution time. For this report, I've create a line graph.

  1. Chart Type will be Pie.
  2. The Name will be Service.
  3. The Value will be Ticket Count.

Once your report is complete, you will be able to show your leadership team how many requests are coming from each service in your service catalog.

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