ITSM Desktop for Service Desk Managers

Overview

Service Desk Manager Desktops should have some high-level data but also give insight into how their technicians are performing and what types of tickets are being entered. Consider giving your Service Desk manager a combination of graphs and grids on their desktop.  There might even be need for your service desk manage to have at least two desktops:

• Operational Day to Day Information
• Management (Closed Tickets, Customer Satisfaction, Etc)

In this article, you will find an example ITSM desktop for your Service Desk Manager.

IT Service Management (ITSM)

What does your Service Desk manager want to see?

• Unassigned Tickets
• Open Tickets per Technician (Pie Chart)
• Closed Tickets per Technician - Weekly
• Overall Customer Satisfaction with weekly follow up for any surveys that report Dissatisfied or Very Dissatisfied
• Aging Tickets for the Ticket Types within their purview
• SLA Breaches for the Ticket Types within their purview

Other Possibilities for your Service Desk Manager

• Average Ticket Response Time
• Reopened Tickets
• VIP Tickets Currently Open
  • Consider creating a group called VIP for appropriate user records (University President, AVPs, CIO, etc) that you would report on. Service Desk manager is well positioned to quickly escalate these tickets as they come in.

What does that desktop look like?