ITIL-Reports with ConSol*CM

With an extensive collection of key performance indicators (KPIs) ITIL supports the introduction of a comprehensive process controlling. Thus, IT service quality becomes measurable. Practical experienced ConSol*CM-consultants will assist you in choosing the right KPIs for your IT service management.

KPI examples: 

• Workload: How many tickets pass through the different processes in a defined period? How much time does ticket processing take in different processes?
• Processing efficiency: Which status do the tickets of different processes have? E.g., do escalations occur more frequently in a certain process?
• Impact: Which severity of impact was categorized in the different processes?

Typical KPI reports can be produced by default per mouse click in Crystal Reports. These reports are the basis for a continuous optimization and fine tuning of the individual process design.

Number of calls in the current process

Current status of calls per process  

Category impact per process