Reports and dashboards - quickly !
I have worked with help desk systems as a user and vendor, I now work for a company that specializes in a dashboard that plugs into these tools (help desk, Asst Mgt, PBX, CMDB...). The fact that most commercial help desk tools still lack reporting and interactive dashboards is quite amazing - that's why we built ours. We understood what was needed and how it should be interacted with. The additional point I will make is that it doesn't require any coding or specialized reporting staff, sql queries, datawarehousing. We remove that dependance and allow anyone that can use a mouse to create a dashboard - in 30 seconds. Although we do not plan to address the majority of the concerns Mr Rollins states above, we are addressing the 'bread and butter' issue of the reporting and status dashboards very successfully.
This, at least alleviates the pain and cost associated with manually attempting to get around the issues of lacking reporting, but also consolidating the data into single dashboards to create useful business information.
bruce@hagridsolutions.com
