End of technical support for Analytics Plus build 3050 and below
We hereby announce the end of technical support for Analytics Plus build 3050 and below, effective from April 10, 2018. If you're using these builds, upgrade to the latest versions to enjoy continued technical support from the Analytics Plus team. Note: Customers using builds 3050 or below need to upgrade to successive builds (as listed in the table below) before upgrading to the latest version. To upgrade your build, follow the migration sequence listed in the table below: Current build Move
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved
Can Analytics plus be installed on the SDP server?
I have Servicedesk plus running on a windows server. Can I use the same server to install analytics plus?
Report for Pending Requests
We're in the process of cleaning up our outstanding tickets and I'm trying to create report for the following: - tickets that are not in the Closed state - tickets that have been Created more than 6 months ago Is it possible to set a 'later than' filter from today's date? In this case, I want to see tickets that were opened from September 27, 2017 and earlier and are still not closed.
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
[Upcoming webinar] Dealing with the chaos - How analytics helps you get a grip on your IT
The key to understanding your IT infrastructure is a robust data-driven monitoring system that can pull data from different silos to give you a complete view of your IT system. Join us for a free webinar and find out how you can leverage analytics to Analyze network and application data from a centralized location View, customize and build interactive reports and dashboards to help you track network and application usage trends. Take stock of repeated events in your IT, and prevent them from
E-book: The secret to creating powerful dashboards
An analytics dashboard has a lot riding on it. From making business-critical decisions to spotting and eliminating inefficiencies in everyday processes, dashboards play a big role in any organization's analytics strategy. Creating these dashboards is a big responsibility. Just to make your life easier, we've put together a guide to get you started on creating powerful dashboards. Download our e-book and learn how experts in the field approach the fickle art of dashboard creation. Even pro dashboard
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
ITSM analytics case study: Learn how Toyota Boshoku America optimized IT ticketing with Analytics Plus
We're happy to announce we've published our latest case study on our website. Here is a gist of what it's about: Toyota Boshoku, one of the world's premium automotive interior systems manufacturer and supplier employing over 11,000 team members across 18 global offices, was on a mission to streamline their IT operations across all branch offices. They wanted a comprehensive view of their IT operations so they can strategically plan workflow and ensure incoming tickets are resolved at the earliest.
Importing Technician information and Technician Additional Fields from ServiceDesk MSP Plus
Hello, I would like to know if I'm able to import to Analytics Plus the information related to the Technicians and the Technician Additional Fields (where I added a field named Tech Utilization Rate (%) ) from ServiceDesk MSP Plus Thank You, David Barbosa
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
A reality check for your ticket resolution times
On a regular day, a faulty telephone line is not a critical issue. But, on the day of an important customer call, it carries a higher priority because it can damage your business relationship. This is why prioritizing tickets and conforming to the resolution time defined for each priority is important. A "Priority-wise resolution time" report helps you keep track of both. It shows the average time it takes to resolve tickets of different priorities. Using this report, it is easy to visually compare
[Webinar Recording]: In case you missed our latest webinar on Jan 23th, 2018
Here is the recording of the latest Analytics Plus webinar on the topic- "Crack open data silos: Analyze data from databases and third-party applications"
MSP metric #3: Track revenue distribution for sustained profitability
While the obvious objective for a managed service provider (MSP) is to provide outstanding infrastructure maintenance services to its customers, it's also imperative to ensure sustained profitability because it would be impossible for an MSP to remain in business without earning a profit. To ensure continued growth and profit, an MSP is required to closely monitor a few key metrics or KPIs, one of them being revenue distribution. Revenue distribution is a measure of how the total revenue is split
MSP metrics #2: Gross group revenue
As a managed services provider, calculating gross revenue for each service group is crucial to asses the overall profitability of your business. This metric lets you look at how incoming revenue is split among different service groups, and also helps you assess service groups by their contribution to your overall revenue. To create the report, fill the fields as shown below: X-axis: Group (Actual) - from Request table Y-axis: Total charge (Sum -> % of total) - from Worklog table Text: Total charge
Help with graph in Analytics
Hi. I need some advise on a report I need to generate on Analytics - Please see attached base table and example of required output. Basically I need the Product Entity field to display a total and the "Up-to-date" component a status to be displayed as line above the total bar graph... Please advise if you are able to assist me with this? Thanks! Lorinda.
[Webinar] Crack open data silos: Analyze data from databases and third-party applications
Date: January 23, 2018. (2:30pm AEDT | 10am GMT | 11am PST) Presented by: Daniel Charles, Product specialist, Analytics Plus Agenda: Cracking open data silos and making data available for analysis. The biggest challenge for business executives today isn't about the volume, variety or velocity of data. It's not even about the technology or skill-base needed to analyze the data. It's getting access to data. Does it always have to be so difficult? Not really! Join us for a free webinar and we'll
MSP metric #1: Customer effective rate - A key profitability metric you should be tracking
As a managed service provider, you probably track many key metrics to calculate account profitability, SLA compliance, resource utilization, product margin, net operating income, and more. While the use for some of these metrics depend largely on the size of your operation and your clientele, here's an interesting KPI that can give you insight into dollars-made-per-hour. Customer effective rate (CER): It is a measure of how your customers are effectively using the engineer's time against what
Problem with synchronization from a set date, don't work
Greetings, We are currently using the Personal version of "Analytics Plus" in our company, and at this time it worked well until the software reached the limitations of the rows and tables. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything {apparently}, but the sync doesnt work) We try to synchronize from a more updated date, using the option "Initial data synchronization", but doesn't
Synchronization from a set date, don't work
Greetings, We are currently using the Personal version of "Analytics Plus" in our company, and at this time it worked well until the software reached the limitations of the rows and tables. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything {apparently}, but the sync doesnt work) We try to synchronize from a more updated date, using the option "Initial data synchronization", but doesn't update the
A snapshot of your daily open tickets
Daily count of open tickets is a particularly useful indicator when you want to get an idea of how well your help desk is doing, asses whether you're ahead or behind your target, and see the direction you're moving in. Usually, it makes sense to use the ticket volume report to analyse the daily count of open tickets, but if you want a historical view of your open tickets clocked by day, week, or month, it's best to run an open ticket count report. To explain this report better, let's assume we have
2017 : A feature retrospective
Thanks to the continued support and feedback from you, the year 2017 has been a great experience in terms of learning and development. In this article, we bring you a roundup of the top 10 features introduced in 2017. 1. Report gallery: Get the latest reports without the hassle of building them from scratch. Copy pre-built report and dashboard templates from the gallery. This option is currently available only for ServiceDesk Plus, ServiceDesk Plus MSP, SupportCenter Plus, OpManager, Applications
Determine average time between dates (change)
One of the items we're trying to improve is change lead times. Creating change requests, when possible, well before the expected start time. This way the change is visible to our CAB members and can be reviewed/discussed/planned to ensure success on the first attempt -- AVG lead time by change type There are two fields I'd like to compare: Change Created Date & Scheduled Start Time The other is trying to see how long a typical CR waits before approval -- AVG approval time by change type There are
[Solved] : Real-time data analysis
Does Analytics Plus use real-time data for reporting and analysis?
Check your helpdesk vitals with an FCR status report
No one likes to wait in long queues for a service or to get an issue fixed. Which is why FCR or First Call Resolution is an important metric for a helpdesk. For one, it's a good measure of your technician's efficiency to solve tickets upon first contact, and two, it's a great indicator of customer satisfaction. Although FCR is a combination of many factors - complexity of the ticket/issue, type of issue, expertise of your technician, and the tools available at the time - it is still a good diagnostic
[Solved] : New Gallery Feature
Is there a way to preview the reports/dashboards listed in the Gallery? Whenever I click on any item I get an error message Sorry!! Unable to display this page. It would be helpful to see what these new items are before copying them to our database. Also am unable to copy reports. Get the following error: error while copying reports.
[Solved] : Future SD+ integrations
Are there plans (roadmap?) to integrate: - general or project SD+ tasks? Currently we can only report on Request tasks - SD+ projects SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
[Solved] : How to start analytics plus web console after installation
Hi support team, I just installed Analytics Plus on a Windows machine, and after the installation process, it does not load the web console. Do I need any additional configuration to get it started?
BI case study: Learn how Home Partners of America increased productivity by 30 percent using Analytics Plus
Home Partners of America operates in 12 states and across 30 metropolitan areas. They had an extensive IT infrastructure with multiple data sources - in-house platforms, databases, and SQL servers - from which data had to sourced manually, and fed into spreadsheets to run reports. But as any system reliant on so much manual effort, the reports, and occasionally data itself was privy to errors. Home Partners opted for Analytics Plus as a tool to help them collect, and work on data that was crucial
Monitoring VIP Tickets with Analytics Plus
Helpdesk is all about tickets - tickets that could include incidents and service requests from VIP users such as directors, vice presidents, board members, administrators, and decision makers. An important thing for support managers is to make sure that these 'VIP tickets' are resolved at the earliest and do not spend any wait time in the queue. One way to look at VIP tickets is to pull up a ticket distribution chart showing incoming VIP tickets. You can look it up on a daily basis and allocate
Release Announcement: Build 3300
Hello folks! We're happy to roll out the update pack for Analytics Plus. This release comes with a couple of quick bug fixes and some new features. Features Introduced: 1. Introducing support for Change Management module in ServiceDesk Plus MSP Analytics Plus now supports change management module for out-of-the-box integrations with ServiceDesk Plus MSP. Note: You should be on the ServiceDesk Plus MSP build 9303 or above to get these reports. 2. Bullet and dial charts for dashboard widgets
[Solved] - Sort data from largest to smallest
I'm trying to sort a ticket field from the largest to smallest (ticket samples: 1111, 1211, 1321, 2232). When I select ascending or descending the report shows sorts by the first digit(s) and not by the largest number: 1111 1211 1321 2232 I want to sort from largest to smallest: 2232, 1321, 1211, 1111 I've tried sorting by created date to achieve this but the same sorting behaviour occurs for the date field.
[Solved] - Difference between pivot and summary views
I'm tyring to understand the difference between a pivot and a summary view. Both look pretty similar to me. Am I missing something?
[Solved] View Current date in Dashboard or Report
Is there a way to display the current date in the dashboard or in a report? Can you use the add text function to add dynamic text? I want to show the date a dashboard or report is printed of exported as a PDF. Many of my reports show "Last Month" data. If I save them and review at a later date it is not always easy to determine what data I am looking at on the report.
3 Helpdesk KPIs to improve request resolution rates
"Why do I have so many open tickets?" If you're a helpdesk manager, you've probably asked yourself this question a dozen times. Well, we don't have a magic trick to cut down your ticket count overnight, but we have a few tricks that can help you figure out how to keep your ticket resolution time short. Keep the net ticket in-flow under control Tracking the net ticket inflow can give you a clear picture of the efficiency of your helpdesk. A comparison report mapping incoming tickets against closed
[Solved] - Unable to login to analytics plus
I keep getting this attached error ( please reload the page and try again ) when I try to login to analytics plus after my last upgrade.
Issue trying to sync Opmanager data to Analytics
Good afternoon I am having some issues syncing OpManager to Analytics Plus It used to work then on 21st Nov it just stopped. I have tried renewing the AP Key and restarting VM's and services. Which log should i be looking into to try and find the issue? Any help would be appreciated.
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
5 Must-watch Trend Reports
Trend reports are great for identifying patterns in your data. Trend lines split data into meaningful timeframes that help you narrow down the problem to a specific time period, and by using additional filters, you can easily drill down to possible causes for the anomaly. Here are a few interesting trend reports that cover the different stages in the life cycle of tickets. 1. Trend of incoming tickets Tracing a trend line for incoming tickets (as given in the below example) reveals specific
A swiss army knife for performance monitoring
For an IT infrastructure manager, tracking device performance is a significant step in planning device allocation and management. What if your servers' disk utilization is nearing full capacity? Or, what if your network servers are exhibiting frequent up and downswings in processing speed? Wouldn't it make your lives easier if all of these important metrics are available to you in a single view? Check out the sample report created using Analytics Plus that shows the average CPU, memory, and disk
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