ServiceDesk
In Service Desk is there a way you can build me a report on throughput time for tickets in that CRM Support Group? I'm giving you a High level task. Please do you best and give me a link to the results. This is not a high priority task just a nice to
How to pull AI-driven search traffic data into Analytics Plus from GA4?
Hey everyone, Has anyone tried pulling AI-driven search traffic data from GA4 into Analytics Plus? I’m dealing with a lot of traffic coming from SGE, Perplexity, and other AI-powered search results, but GA4 doesn’t break this out clearly. I want to track
The ManageEngine User Conference is heading to San Diego
Hello folks, Soak in some sun as you learn, network, and celebrate with fellow IT leaders through a power-packed conference! Place: Marriott Marquis San Diego Marina, San Diego Date: Sep 19 – 20, 2024 Here are some of things you stand to gain from this
[Announcement] Introducing Analytics Plus 6.0 beta
Hello folks, We're excited to announce the beta version of Analytics Plus 6.0, which has an extensive range of features designed to elevate your IT operations. Here's a taste of the powerful analytical capabilities coming your way: Integrations: Enjoy
[Free webinar] How do you measure the business benefits of IT initiatives?
Hi there, Struggling to quantify IT’s contribution to productivity? Take your IT from a sideline function to a strategic powerhouse. Join the session and discover how to shift perspectives, turning IT into a key contributor to organizational efficiency.
Reduce service desk expenses in five quick steps [Free webinar]
Hi there, Cost reduction strategies involve time-consuming plans, and often fail to curb IT expenses effectively. Discover five immediate steps you can take to optimize service desk expenses, while improving service desk efficiency and productivity. Join
Creating a helpdesk timeline
I grew up watching this popular show, CSI: Crime Scene Investigation. I was fascinated by the entire process of solving a crime, from the time detectives first arrive on the scene of the crime, to identifying the criminal. One of the first things that
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible.
Target practice with your helpdesk
My friends and I met up recently at a coffee shop that had a section where you could shoot darts. I got a chance to shoot some darts for the first time in my life. For some reason, I had never shot darts before. Like ever. It took some practice but eventually, I found a way to get better. Every time I threw a dart, I calculated how far it landed from the center and adjusted the subsequent throw to make up for it. It took a while and a lot of totally avoidable damage to the surrounding walls before
Do you know your incoming request velocity?
If there was an award for the most common help desk related questions asked, it would go to one of these- "Hey man, how many requests do we usually get on a daily basis?" "The helpdesk guys look very busy. Are we getting a lot of requests lately?" "There are so many unpicked requests in the queue. Do we need more people?" Ironically, this is the most probable answer you would get to all these questions - "Umm... I don't know.. I think so.. Let me find out" I can help you give a concrete answer. A
Calculating the average number of requests per user per department
Any enterprise's service desk handles requests that are raised from different departments. Based on the number of requests lodged, you can determine which department needs more attention or rather needs more technicians handling their requests. Creating a report based on average number of requests per user, based on each department will answer this. Here's a video explaining how you can create this report.
Tip of the week: How to split the company/domain name from the email address?
We had a customer ask us this question. He has a bunch of requests along with the user details such as first name, last name and email address. He wanted a report showing the number of requests raised by each user. Seemed pretty forward. Since the email address field is unique for every user, all we had to do was drop the Email address field in the X axis and the request count on the Y axis and voila! Now, he wanted to know the number of requests raised by each organization to which these users
How do you create a report based on important keywords?
A simple way to spot areas that generate the highest volume of trouble tickets is by running a category based report. However this holds good if all your tickets are being categorized correctly by your technicians or by your end users. I've noticed in my experience that most companies that let end users raise requests via email, don't put in the effort to categorize requests. In such cases, the only way to find the context of the ticket is to rely on the subject line. Going through the email subject
How can analytics help you with continuous service improvement?
Continual service improvement (CSI) is at the crux of IT service management. CSI aims to continually improve the efficiency and the effectiveness of services, and processes. Broken down in simple English, CSI is comparing your current efficiency levels with your past performance and making sure you see an improvement. How can analytics help you do that? Let's say you want to find out areas that your technicians lack expertise. No matter how good your technicians are trained, there are going to be
Tech Ramblings: How to avoid an upgrade failure?
You see a new version of Analytics Plus released and you are all excited to upgrade your installation. Maybe it has a new feature that you were looking forward to or you are like me, who is super OCD and the thought of not being on the latest version bothers you when you go to bed. Either way, you put your red cape on, plan for a downtime of 30 minutes, send out emails to everyone and begin your upgrade. BOOM! (the sound of reality), the upgrade fails and you have a mysterious error on your screen.
Are you paying attention to your customers' woes?
Imagine a situation where you are booking tickets and have submitted your payment details, while waiting for the confirmation message. But all of a sudden, a webpage error occurs and you have been charged for the tickets, although you haven't received any booking confirmation. You call customer service to express your annoyance, but to your frustration, you are put on hold. You send them emails, but there is no answer. Annoying, isn't it? Owing to the unpleasant experience, you might decide never
Access your favourite Analytics Plus dashboards from within Service Desk Plus's console
'If Analytics Plus is integrated with ServiceDesk Plus(SDP), can the dashboard view in SDP include the dashboards created in Analytics Plus?' Yes, now you can. From ServiceDesk Plus version 9300 onwards, there is a provision to customize dashboards, that have been already created in Analytics Plus. By simply adding the URL of your Analytics Plus dashboard or report you can view it on ServiceDesk Plus's visual interface. So, what are the benefits of this feature? Analytics Plus gives you
Why average values of helpdesk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem.
Keeping your SLA compliance in check
One of the biggest reasons for businesses to fall back on SLA compliance is a sudden increase in request volume. Organizations agree upon an SLA compliance time with the best case scenario in mind. An organization that has 10 helpdesk technicians, receiving about 100 requests per day on average can easily adhere to a response time of let's say, 20 minutes. But will the same helpdesk be able to comply to that SLA if it suddenly receives 150 requests on a particular day? Maybe. What if the number of
Webinar Recording: How analyzing data patterns can improve IT service delivery
Learn how to Identify data patterns using visual analysis to spot trends easily. Correlate data from multiple sources and get unified visibility into your IT. Create live dashboards to make continuous improvements in ITSM processes.
Reporting Dashboards as Presentations
Present the KPI reports from Helpdesk/ServiceDesk, Network Monitoring, Traffic Analysis, Server Monitoring, Application Monitoring and all other IT management reports in a single dashboard or view them as slideshows.
How to share reports, dashboards and tables using Analytics Plus?
This video shows how you can easily share and collaborate with your colleagues using Analytics Plus.
Webinar: Self-Service Analytics for Enterprise IT and Beyond
Watch the recording of our webinar on Self-Service Analytics for Enterprise IT and Beyond. In this webinar, you will: 1. Learn how to import and analyze data from ITSM, ITOM and generic applications. 2. Explore the methods to generate instant reports and customizable dashboards. 3. See a live demonstration of ManageEngine Analytics Plus.
Creating ServiceDesk report showing the SLA compliance and violation trend using Analytics Plus
Creating a ServiceDesk report displaying the historical backlog trend based on priority
No OPM performance information
Hi We have Opmanager Essential, build 11600 and we are trying to test Analytics plus integration with it We have a personal version of Analytics Plus 3-00, build 3010 We are having 2 issues 1-All seems to work fine regarding Alarms, events and inventory, however when we tried to gather OPM performance information the fetching of the information never initiated OPM performance details is empty, so no chart were available Attached you will find some screenshots of the issue Our Opmanager Database is
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how.
Integrating Analytics Plus with OpManager and Applications Manager for IT Operational Analytics
How to create a ServiceDesk Plus age-tier report using Analytics Plus?
How to create an all-in-one Servicedesk Plus request trend report using Analytics Plus?
How to convert millisecond date format to human readable date format?
Time stamps are usually stored in millisecond format in SQL databases. Once the SQL data is synchronised with Analytics Plus, this millisecond date format can be easily converted to human readable date format. This video explains how.
A quick walk-through of the Analytics Plus user interface
This video should help new users get familiarized with the Analytics Plus UI Click here to know more about Analytics Plus
Analytics Plus user interface lockout due to maximum concurrent sessions
Analytics Plus doesn't allow concurrent login sessions. A warning is displayed when there is more than one concurrent session per user account. It is recommended to clear the sessions in order to access the user interface again. The following Gif illustrates the action to be taken.
Creating summary and pivot views using Analytics Plus
Click here to know more about Analytics Plus.
How to import data and perform an auto-analysis using Analytics Plus
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How to create charts with Analytics Plus
Click here to know more about Analytics Plus.
How to integrate ServiceDesk Plus with ManageEngine Analytics Plus
Click here to know more about Analytics Plus