Meaningful Metrics - pulling useful data from SDP for reporting

Morning all,

We’ve been using Service Desk Plus (V9 B 9010) for six months. I’m interested in leveraging the data we have accumulated and using that information to improve our services to the business, even though at present we do not use SLA’s.

I’m interested to know how people on this forum do so using SDP. For example – I would like to know what our first time call resolution is. When looking to see how I could do so I spotted very quickly I couldn't run or create a report easily. I even found basing an incident on the time an incident is open would be easy – but it’s not and requires a lot of “faffing” around with Excel that I don’t think we should have to do.
Other reports I want to be able to pull off are:

How the service desk is approached to take calls, walkins, emails etc

Incidents reopened

Average time incidents are closed/resolved

Once I’ve got these reports – I want to be able to set goals and generally have something to aim for and in steel some continual service improvement.

Maybe I’m missing something obvious but I’m interested to know how other sys admins on this forum use Service Desk Plus for reporting.

Thanks

Greg