Reporting & Analytics
Problem to solve
No reporting from service desk to help track response time, issue distribution and so on
Intended users
CES Team
Further details
- Response time
- issue distribution (aka who responds the most)
- What is the purpose of the issues (aka what labels are used the most)
- Time to close issue
Proposal
Permissions and Security
Documentation
Testing
What does success look like, and how can we measure that?
Track metrics for a better understanding of team performance