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November 30, 2023

12 minutes read

Unleashing the Power of Effective Reporting and Dashboards in IT Service Management

ITSM and Projects Together better reporting and dashboards

By

Andrew Graf

As an IT leader, you’re consistently challenged with optimizing performance, reducing costs, and delivering value. One of the most effective ways to achieve these goals is by leveraging the power of good reporting and dashboards within your IT Service Management (ITSM) tools.

Here’s why.

Data-Driven Decision Making

With comprehensive reporting and dashboards, you can make decisions based on hard data, not just gut feelings. This approach empowers you to:

  • Identify bottlenecks and inefficiencies.
  • Track key performance indicators (KPIs).
  • Predict trends and forecast future needs.

Enhanced Transparency

When you have a dashboard that clearly displays real-time data, everyone— from your team to stakeholders— understands what’s happening. This transparency:

  • Builds trust.
  • Facilitates communication.
  • Encourages accountability.

Improved Efficiency

Good reporting and dashboards streamline processes by:

  • Automating data collection and analysis.
  • Reducing the need for manual reporting.
  • Enabling quick access to critical metrics.

Proactive Problem-Solving

Instead of constantly putting out fires, you can use predictive analytics to prevent issues before they arise. With this proactive approach, you can:

  • Improve system uptime.
  • Enhance user satisfaction.
  • Reduce costs associated with downtime.

Demonstrating Value

Lastly, effective reporting and dashboards allow you to demonstrate the value your IT department brings. By showcasing tangible results, you can:

  • Justify budget requests.
  • Highlight team successes.
  • Prove the ROI of IT initiatives.

Good reporting and dashboards aren’t just nice-to-have features in your ITSM tools. They’re powerful assets that can transform the way you manage your IT services, delivering benefits across the board.

However, not all ITSM tools have easy-to-use reporting and dashboards.

Finding the Right ITSM Tool with Dashboards and Reporting

With the help of TeamDynamix, the IT department for MarketLab—a leading supplier of products for the healthcare industry—is changing how it operates, becoming more proactive instead of merely reactive in its IT service delivery.

“We have realized improved end-user satisfaction, reduced administrative strain, optimized processes and gained better visibility with deep analytics,” explained Enterprise Systems Engineer Brendan Lesinski.

The simplicity and automation built into the TeamDynamix IT Service Management (ITSM) platform is saving time for MarketLab IT staff. What’s more, the easy visibility into key service data is helping IT leaders glean important insights into the root cause of incidents.

As a result, MarketLab IT employees are working smarter and more efficiently, and they’re able to provide better service for the company’s employees.

Based in Caledonia, Michigan, MarketLab provides medical supplies to hospitals and healthcare facilities. Its products and services range “from hospital beds to Band-Aids and everything in between,” Lesinski explained.

The company’s IT department was using Microsoft SharePoint to manage its service and support, but it quickly outgrew SharePoint’s capabilities.

“It might have worked at some point, but it became unmanageable once we reached a certain level in terms of complexities and fluidity,” Lesinski said.

MarketLab switched to TeamDynamix ITSM about a year ago, and Lesinski said the new system is “universally loved.”

A big improvement the MarketLab team has experienced since the switch to TeamDynamix is the ability to run reports and view IT service data on the fly.

Before, if IT leaders wanted to know how many service requests they’ve had for a particular system, they had to write a query within the SQL database. This was a very time-consuming process, and as a result, it seldom happened.

“In most 8-hour days, you just don’t have the 45 minutes needed to do that – it’s not a difficult process per se, but it’s very tedious and takes time I don’t have,” Lesinski explained.

With TeamDynamix, these kinds of reports can be generated in a matter of seconds, making them much more likely to occur. As a result, IT leaders are improving their decision-making by using real-time, actionable data to identify key areas of need and advocate for the appropriate resources to address them.

“With TeamDynamix, if you have an idea around data and want to pull a report to see what you need, it’s just there – you have the charts and graphs or the hard numbers if you need them,” Lesinski said.

The insights that IT leaders are gaining from using TeamDynamix enable them to recognize patterns and identify the root cause of problems, instead of having to fix the same issues over and over. This big-picture view allows them to be more strategic while also providing improved service outcomes.

For example, MarketLab’s IT department had been receiving many service requests related to the company’s enterprise resource planning (ERP) software. However, after implementing TeamDynamix, Lesinski and his colleagues realized that more than half of those requests were linked to a single screen.

“Just by stabilizing this one screen, we were able to greatly reduce the number of problems our employees were experiencing,” he said. This, in turn, also reduced the number of tickets the IT service desk received.

As an IT leader, investing in robust reporting and dashboard capabilities is a strategic move that can propel your team to new heights of efficiency, transparency, and value delivery.

To learn more about what an ITSM tool like TeamDynamix can do to improve reporting and dashboards check out: Using Dashboards and Reporting to Improve IT Service Management

Andrew Graf

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