How can I get analytics for IT support requests?
July 20, 2012 7:16 AM Subscribe
What's the best (ie fool proof) way for me to get some ongoing analytics data for my department at work?
posted by eatcake to computers & internet (7 answers total) 1 user marked this as a favorite
I work in a 8-10 person IT department that supports about 300 or so users and I'd like to start collecting data about the types of support calls we get (is it hardware, software, location etc...) so that I can show my (new) boss and team members where our supports efforts are being spent and how to leverage our talent better.
I'd like to have it be web based so that any member of our team can log in and enter their data for the day and then I could run reports against it and maybe create some neat visualization graphs to present.
Keep in mind that this would not be used as a support ticket system but only to give me an aggregate view of the types of requests that are coming in.
Does anything like this already exist? Or can you suggest any application or software that will allow me to do this?
Maybe the answer is to just create an Excel spreadsheet but I'd like it to be web based so that it's easier to access. I'd like to remove as many barriers (and excuses) for people to not use this and make it as effortless as possible to contribute.
Thanks in advance.