ITSM Analytics @CloudExpo @Zoho #BigData #DevOps #ITSM #AI #ML #DL

ManageEngine conducted a survey to understand what IT pros need from an advanced analytics tool. The survey looked at the critical areas of analytics and reporting for service desk management around incident management, asset management and change management. Service desk managers and CIOs are key decision makers who need insight from their data to formulate better strategies. For instance, by tracking including technician performance, service desk responsiveness, IT user preferences, customer satisfaction, SLA violation rate, and other critical metrics, they can better analyze costs, trends, manage resources, and improve overall service quality. And 38.7 percent use live dashboard to check data, while 18.8 percent use pre-built reports.