Description

The only Full Functional Ready-to-use ITSM Dashboard. Life in 2 days,  with service and service management trends for all IT-roles and functions. Transform your TOPdesk data into trends and results across services, teams and processes to enhance customer value. Designed by ITSM and statistical experts for IT management to improve the delivery of quality IT services.

Benefits

• Within two days connected to your TOPdesk data and ready for use
• No senior PowerBI, ITIL, statistical and TOPdesk knowledge necessary, just do your job
• A proven solution for rapidly improving your IT service delivery
• Works for all IT-organizations, no matter how your core processes are arranged
• Improving outdated and pour-quality data in TOPdesk
• All leading roles find their information from out the same source
• Proven track-record in decreasing solving time and pollution and increasing customer satisfaction and IT efficiency
• Stimulates the cultural change from technical to service oriented working
• Suitable for use in MT and team meetings to dynamically discuss results and objectives
• Used by a rapidly growing number of organizations. Therefore, ideas and updates become available quickly

The extent to which the above benefits also occur partly depends on the way in which data is recorded and made accessible by the user.

Integration explained

• We totalize incidents, changes, service requests and problems for workload management
analysis and prioritizing
• We transfer TOPdesk data into reliable trends and operational advice
• We connect via TOPdesk Odata
• Only status data is collected, no information about the content of the call.

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The ITSM Insights Dashboard supports several objectives

1. Increased IT service delivery, happy customers
   Users of the ITSM Insights Dashboard experience a serious improvement in their service delivery and an increased customer satisfaction. Main causes are a decrease of call handling duration, a cleaner backlog, improved prioritization and focus on service instead of technology . IT organizations are regaining control.
2. Increased customer focus due to Behavioral influencing
   The dashboards objective is stimulating the desired professional behavior by giving direct positive reinforcement (OBM). In our experience leaders and professionals struggle or maintain working in a goal-oriented way when they don’t have any insight in the effect of their working methods. This is even more true when a leader or professional is asked to adopt new behavior. The result is that the desired behavior is no longer exhibited after a while. A precondition to stimulate desired behavior is providing recognizable feedback on the performance related to the behavior in question. The dashboard stimulates structural behaviour change.
3. Result-oriented management
   An objective of the dashboard is to provide management information, to be able to steer result-oriented and data-driven by the Management Team, team leaders and process management. The ITSM Dashboard is in line with the basic IT processes that are running in every IT-organization, providing up-to-date insight in result areas that are relevant to them. Organizations that consider user satisfaction or compliance important cannot comply only having results of an annual survey held months ago.
4. Improved registration due to feedback on their performance
   Another objective is to improve correct registration of relevant data. Professionals experience a high administrative registration obligation and pressure but fail to see anything relevant happening with that data. Therefore, completeness and accuracy of registration often is inaccurate. Structural showing and discussion of the results in the dashboard ,show that the quality of registered data receives attention. This means that correct registration is rewarded and influences control choices, making registration relevant. This leads to “spontaneous” improvement of registration.
5. Uniform working method
   Finally the dashboard stimulates a uniform working method throughout the entire IT department. The ITSM Dashboard shows current and trend-based information to the various stakeholders, derived from one set of data sources.

To meet these objectives, we have designed the ITSM Insights Dashboard in such a way that:

• It provides current and trend-based insight into the consequences of the actions of leaders and professionals. As a result, professionals and leaders are rewarded for their efforts, continuing to better apply desired behavior
• The information presented can be traced back to the actual registration data, meaning the willingness to register properly increases
• The presented information provides output and outcome insights, making it easier to switch from technical to service-oriented service provisioning
• Various stakeholders have easy access to relevant information.

Pricing model monthly costs:

• Servitect ITSM Insight Dashboard subscription
• Starting at  € 458, no installation costs

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More info: Servitect