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SMART Suite Dashboards
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SMART Suite Dashboards are multilayered performance management systems, built on a business intelligence and data integration infrastructure, which enable organizations to measure, monitor, and manage Service Support activities. SMART Suite dashboard provides an easy-to-understand view of the numbers that matter most, so that the Executives can take right decisions to keep businesses running smoothly and at peak performance.
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Operational Dashboards & Context Sensitive Dashboards
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Operational dashboards enable helpdesk associates to track and monitor core operational processes of Incident, Problem, Service Requests, Change and Release Management. SMART Suite Dashboards provide support managers and staff managers with immediate visibility into KPI performance of the employees reporting to them. This enables quick decisions or takes corrective action as soon as the need arises.
SMART Suite Dashboards are context sensitive business intelligence dashboards which assists helpdesk associates in getting latest real-time up to date information. Personalized Dash boards are available out-of the box, with separate drill down options for Employees, Technical Associates, Employees and Support Managers roles.
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SMART Suite Dashboards will offer the following business benefits :
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- Get a right aggregated view of Service Management in real-time.
- Proactively measure and monitor trends of Incidents and Problems.
- Monitor how IT is supporting critical business applications.
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SMART Suite Reports
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SMART Suite Reports is a browser based reporting solution for any authorized support staff, support manager, employee managers or business user to report on key indicators from a suite of standard reports on items such as call volumes, adherence to Service Level Targets, call types and other performance metrics.
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SMART Suite ITSM solution offers following reporting options :
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- Over 150 standard reports that ship with the product.
- Ad hoc Reports can be created by users without any need for additional third party tools.
- All Reports can be exported to PDF, Excel or other common formats.
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In addition to ad hoc reports, there are number of pre-built standard reports in each module. Sample List of Predefined reports is listed below :-
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- Tickets Logged By Date
- By Category/Type/Service Item
- Incidents Resolved By Associate within SLA & After SLA
- Software license tracking reports
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A sample of titles for reports is as follows :
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A sample of what a graph in a report looks like is provided below :
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- Average time to repair service from first point of call
- Average Time between Incidents by Service
- Tracking of SLA Performance by Associates
- Tracking of SLA Performance by Customer
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