Date Added: May 2009
Help Desk is not able to report key support metrics to IT managers to ensure that Help desk is meeting SLA goals and budget requirements. Help Desk spends a great deal of time manually putting together reports from different databases and then storing the reports in many different locations. Help desk needs performance data on call volumes, response times, labour per incident numbers, and labour costs metrics that need to be pulled and monitored in real time to ensure that Help desk meets target SLA's and budget. Help Desk also needs to include information about system uptime and other parameters which are available in the System Center Operations Manager data warehouse.