- \n
- Requests by priority:<\/strong>\u00a0Which priority is most common?<\/li>\n\n\n\n
- Service Level Agreement (SLA) Reports<\/strong>How good is my customer service really? Here you can find out whether your customer service has really achieved the goals you set. And at which point the performance was ultimately insufficient. Possible SLA reports are:\n
- \n
- Time to solution<\/li>\n\n\n\n
- Waiting time until the first support<\/li>\n\n\n\n
- Time until the first answer<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n
Jira Service Management offers the additional advantage that all reports can be customized at any time. And you can also create fully personalized reports. <\/p>\n\n\n\n
You can release \"read-only\" reports to your team. This creates the necessary transparency towards the defined performance indicators (KPIs) and tells your team exactly what data is being collected.<\/p>\n\n\n\n
![\"Reporting](\"https:\/\/www.xalt.de\/wp-content\/uploads\/2021\/02\/TtR_Week.png\")
<\/a><\/figure>\n\n\n\nPerformance, visibility and tracking<\/h2>\n\n\n\n
With Jira Service Management, the Customer Service and Support teams can easily track their performance and have visibility into reports at any time. As mentioned earlier, you can create real-time reports. These provide both the team and the management with insight into the workflow. This makes it easy to evaluate where improvements can be made or if additional manpower is needed. You are always able to track all relevant KPIs. And you can find out where you or your team can improve further.<\/p>\n\n\n\n
Example Reports in Jira Service Management<\/h2>\n\n\n\n
Performance Report: Created vs. Solved Operations<\/h3>\n\n\n\n
This report gives you an initial overview of the number of requests created compared to the number of requests resolved. This way you can immediately see if, for example, an update of your IT system has led to an increase in requests. Or if less requests could be solved due to an employee's absence. Furthermore, it can also be determined whether the processing time of individual requests could be reduced through the introduction of a new process.<\/p>\n\n\n\n
![\"Reporting](\"https:\/\/www.xalt.de\/wp-content\/uploads\/2021\/02\/CvR_Day.png\")
<\/a><\/figure>\n\n\n\nRequests by priority<\/h3>\n\n\n\n
With this standard report, it is easy for you to find out which request priority is most frequently selected by Jira Service Management users. With Jira Service Management, you can easily get an overview of which JIRA issue types are being handled by your customer support team. <\/p>\n\n\n\n
Jira Query Language (JQL) Reports<\/h2>\n\n\n\n
In addition to the predefined reports, you can also filter JIRA issues with JQL. This means that by highlighting the responsiveness of certain issue types, you can see, for example, how quickly a blocker or a high-priority ticket is answered compared to other issues. <\/p>\n\n\n\n
Your teams can use it to break down data further and refine reports, for example, to highlight specific issues and make them clearer. With these insights, you can proactively answer knowledge base articles down the road. And provide your users with articles in advance in the help desk for self-service. This way, certain support requests can already be answered and solved without a ticket. <\/p>\n\n\n\n
![\"Reporting](\"https:\/\/www.xalt.de\/wp-content\/uploads\/2021\/02\/SLA_success.png\")
<\/a><\/figure>\n\n\n\n12-Month Report Archive<\/h2>\n\n\n\n
Jira Service Management stores reports for 12 months and allows you and your team to assess which KPIs or target values are relevant to your business. service level agreements <\/a>should be defined. This makes it easy for you to set realistic targets for the customer and support team and to visualize the workload and performance. <\/p>\n\n\n\n
XALT as Atlassian Platinum Partner<\/h2>\n\n\n\n
As an Atlassian Platinum Partner for Jira and Confluence, we are happy to support you with all questions and solutions relating to the introduction and use of Atlassian solutions. This also includes the introduction of Jira Service Management in your company. We advise you on all questions from planning and configuration to licensing and implementation of Atlassian solutions. You can find more information about our services on our information page about our\u00a0Atlassian Services<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"
Detailliertes Reporting waren schon immer Teil eines jeden professionellen Workflows. Und so ist es auch im Jira Service Management ein leichtes ausf\u00fchrliche Berichte zu erstellen. Diese erm\u00f6glichen es deinem Team sich kontinuierlich weiterzuentwickeln. Mit Hilfe der vollst\u00e4ndig integrierten und nativen Reporting Funktion kannst du die Performance deines Teams stetig auswerten. Und anschlie\u00dfend kannst du analysieren […]<\/p>\n","protected":false},"author":17,"featured_media":11566,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[37],"tags":[43,45,46,47,48],"department":[],"job_location":[],"start":[],"beschaeftigungsverhaeltnis":[],"class_list":["post-11033","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atlassian","tag-atlassian","tag-jira","tag-service-management","tag-itsm","tag-reporting"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/posts\/11033","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/comments?post=11033"}],"version-history":[{"count":9,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/posts\/11033\/revisions"}],"predecessor-version":[{"id":30718,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/posts\/11033\/revisions\/30718"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/media\/11566"}],"wp:attachment":[{"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/media?parent=11033"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/categories?post=11033"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/tags?post=11033"},{"taxonomy":"department","embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/department?post=11033"},{"taxonomy":"job_location","embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/job_location?post=11033"},{"taxonomy":"start","embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/start?post=11033"},{"taxonomy":"beschaeftigungsverhaeltnis","embeddable":true,"href":"https:\/\/www.xalt.de\/en\/wp-json\/wp\/v2\/beschaeftigungsverhaeltnis?post=11033"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
- Service Level Agreement (SLA) Reports<\/strong>How good is my customer service really? Here you can find out whether your customer service has really achieved the goals you set. And at which point the performance was ultimately insufficient. Possible SLA reports are:\n