Flagship
Service Desk Reporting Review
A structured review of how your service desk measures volume, SLA, backlog, and agent load — ending with a redesigned leadership pack your managers can defend in Monday meetings.
Who it is for
Service desk managers, ITSM leads, and support operations directors who need reporting that stands up to executive questions.
What you leave with
A clear weekly and monthly reporting pack, documented metric definitions, and a handoff so your internal owner can maintain the pack without us.
Preparation
Share three recent weekly packs, access to anonymized ticket exports if available, and a list of the three questions leadership asks most often.
Constraints
We work from your existing ticketing data; we do not migrate systems mid-engagement.
Included
- Inventory of current ticket, SLA, and CSAT reports
- Stakeholder interviews with queue owners and one leadership consumer
- Metric dictionary with definitions, exclusions, and known blind spots
- Redesigned weekly leadership briefing and monthly deep-dive pack
- Two live walkthrough sessions with your reporting owner
Not included
- Software licensing or vendor procurement
- 24/7 monitoring or staffing of your service desk
- Replacement of your ticketing system
How the work moves
- Discovery — collect sample reports, export fields, and meeting calendars
- Diagnosis — map where numbers disagree and where narrative is missing
- Design — rebuild charts, tables, and commentary for the real audience
- Handoff — walk your owner through refresh steps and change control