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Service Desk Analytics


Insights and Business Intelligence


Make better decisions and increase the efficiency of your service desk. The multidimensional analysis of your service desk's transaction data helps you to determine important KPIs, identify cost drivers and bottlenecks, and provide data-driven support for measures to optimize your resource allocation.

GET IT BALANCED

More insights and better decisions
in Service Management


Your users complain about long response and resolution times, but the direct resolution rate of your service desk is positive. Can that be true? Can you trace whether tickets have been reopened, how the status of the tickets has developed, what are the reasons for the increase in response and resolution times? Yes, you can - with Matrix42 Service Desk Analytics.


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SUCCESS SCORING

Define key performance indicators and measure your success 


  • Determine the success determining factors that show you that things are running smoothly, that the workload is well distributed and that the solution times are within the right corridor.


  • Configurable target values set the path and serve as reference points for deviations and success. You measure long-term success by comparing predefined targets with the average of the past months.


  • The dashboard displays the current KPIs for assessing service desk performance. For example, a complete overview of all tickets in your organization with monthly averages for created, closed and processed tickets. The average resolution time, direct resolution rate and escalation rates for response and resolution times are also included.
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BUSINESS INTELLIGENCE

Take better decisions through detailed analysis of your data


  • The Service Desk Analytics data cube stores all relevant master and transaction data in a classic BI data schema that is optimized for multi-dimensional analysis of very large data volumes.


  • You do not need a deep understanding of the database; the data cube is available in both flat form for reports and in multidimensional form for hierarchical pivots across multiple dimensions, such as time periods, statuses, categories, roles, priorities, and organizational parameters.


  • The analysis of your data can be done interactively directly in the Unified User Experience (UUX) interface - simply by drag and drop.
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TICKET-FLOW ANALYIS

Follow the flow of your tickets and identify bottlenecks


  • The Flow-O-Mat shows you how your ticket volume moves through the service desk organisation.


  • Gain detailed insights and identify trends, such as
    • Frequent pass through paths when routing/forwarding tickets
    • Training requirements for individual teams
    • Topics that can be bundled in competence teams
    • Need for specialist roles
    • Expected resource utilization
    • Direct solution quotas or solution times per ticket category
    • Trends
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VISUALIZATION

Visualize complex data and relationships simply and clearly


  • Interactive visualizations such as SunBurst, TreeMap or Bullet Charts give you detailed insights across any dimension, e.g. into the monthly expenses per expense driver across all your locations.


  • In addition, the native integration of Microsoft ® Power BI provides you with almost unlimited, additional visualization options.
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POWER BI CONNECTIVITY

Power BI Connectivity on board - flexibility in analysis and visualization


  • Service Desk Analytics has a data interface that has been specially adapted for Microsoft ® Power BI, which allows you to synchronize all dimensions and data flexibly and to use any analyses with almost unlimited visualization options.


  • With Microsoft ® Power BI, you can create completely individualized queries intuitively and easily to trace any dependencies or determine additional KPIs.

ADDED VALUES

Good reasons to choose 
Matrix42 Service Desk Analytics

FOR YOUR COMPANY
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Lower operating costs (TCO) by optimizing the service
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Better decisions based on sound analysis
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More consistent processes and less effort by removing bottlenecks
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Increased transparency on KPIs, cost and effort drivers
FOR YOUR IT
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More effective control via dashboards with all relevant indicators
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Better allocation of resources and early identification of bottlenecks
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Fast answers via the visual preparation of data in the time context
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High ease of use through a uniform user interface (UUX) and well-structured dashboards