MSM Service Measurement & Reporting
Reporting and quality management information are two of MSM's most powerful, standard features with easy to use, real-time reporting and unique interactive graphs from any display screen.
Outputs are available in textual, statistical and graphical formats. A wide range of standard reports is included.
Use MSM to:
- Demonstrate 'value for money'
- Provide feedback to customers
- Report on conformance of agreed service levels
Sample reports include:
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- Daily/weekly monthly call statistics
- Extensive trend analysis
- Staff workload and performance
- Customer satisfaction analysis
- Third party response tracking
- Elapsed/spent/occurred analysis
- Service level breach statistics
- Detailed audit histories
- Task schedules and estimates
- Top 10 problem areas
- Outstanding change requests
- Who logged/solved/fixed etc.
- Report by location/group/project etc.
- ISO/IEC 20000/ISO9000 support data
- Staff time spent analysis
- Request for change analysis
- Analysis by hardware and software assets
- User defined reporting/formatter
- ODBC support spreadsheet output/access
- Software licences
- Contract & warranty renewals
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