What's Happening - September 2015

AITS Service Desk - Tableau for Dashboard

Posted on 09/03/2015

The AITS Service Desk is now using Tableau for dashboard reporting of ticket metrics from Service Desk Manager.  This new dashboard provides a graphical view of ticket activity broken out by day, month, and fiscal year.  It displays the top request areas, groups, and ticket assignees.  Pie charts show breakouts of tickets by type and by contact method.   Heat maps show us our busy times by breaking down activity by hour and day of week.  It can compare activity from different fiscal years, and soon we hope to add similar yearly comparisons for other business and academic calendar events (e.g. student registration, finance year-end, final exam periods, ethics training windows, etc.).  We plan to create additional views to the dashboard that would appeal to wider audiences both within AITS and and to our customers. 

The Service Desk applauds the work of Decision Support and the Service Desk Initiative team in producing what has quickly become a very useful tool for measuring Service Desk activity and identifying areas of operational and customer service improvement.  For more information about the Service Desk dashboard or Tableau, contact Shawn Lee or Jacob Vann.

See the feature archive for previous monthly updates.