Metrics and Reports

Serviceaide Intelligent Service Management provides users the ability to view and generate a range or reports related to tickets, configuration items and knowledge articles. There are two types of reports that are accessible to analysts and administrators.

Standard and Ad Hoc Reports

General reports are used extensively to analyze performance, draw trends, and predict behavior that is based on the past performance. Intelligent Service Management enables you to access reports that are based on the needs of your organization. Reports can be related to Tickets, Configuration Management, Knowledge Management, and Service Feedback. You can access reports, generate reports, and assign permissions to different support groups and roles to access reports. Based on permissions, the logged in Self-Service user can see various reports. 

Advanced Reports

The advanced reporting feature adds comprehensive and interactive reporting and descriptive data analytics capabilities to Intelligent Service Management. With advanced reporting, you can perform the following tasks:

• Create views in a web-based, drag-and-drop editor and use them to generate new reports with the available data sets.
• Schedule reports for distribution through email and also store them in the repository.
• Add several reports in a single and integrated view, as Dashboards, to display the business trends.
• Import custom attributes to enhance reports according to your requirements.
• Use predefined reports and dashboards. For more information, see Predefined Advanced Reports and Dashboards.
• Ability to give access to Advanced Reporting module to the analyst roles.

This section contains the following topics:

• Standard and Ad Hoc Reports