May 27 Labs Release for SolarWinds®︎ Service Desk: 360 Reports to Help Teams Unlock Actionable Insights for Optimization
The new 360 report released today in Labs in Service Desk provides service management teams with a powerful tool to track and analyze performance metrics, offering valuable insights and actionable recommendations to enhance efficiency and performance.
For service managers, the 360 reports offer a clear, data-driven view of operational performance, helping them identify trends, track resolution times, and monitor SLA compliance across incidents and service requests. These insights support the optimization of ticket handling, the efficient use of self-service resources like the knowledge base and service catalog, and process improvements that drive better resolution times and user experiences.
To assist with improving business outcomes, the 360 reports offer high-level insights into overall service delivery, focusing on key metrics that impact business performance. By reviewing trends in ticket volume, team performance, and asset management, the executive team can make informed decisions that improve resource allocation, customer satisfaction, and operational efficiency. The reports also highlight areas where service teams may require additional support or training to meet business goals.
The reports are flexible, allowing data to be downloaded based on custom time frames. Options include last quarter, last 6 months, or the current calendar year, giving teams relevant insights into incidents, service requests, asset management, and knowledge article usage.
By leveraging this data and comparing different time periods, teams can better understand what changes are working, identify areas for improvement, streamline workflows, and monitor SLA compliance – ultimately boosting team efficiency and performance. These reports are designed to provide actionable feedback to refine processes, ensuring continuous growth for both service operations and the business as a whole.
The 360 reports are now available in Labs. To learn more, see Setup: Labs.
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Read the full release notes here
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