Data export gives Richmond ServiceDesk v12 customers more intelligence
The new reporting capabilities within Richmond ServiceDesk allow exporting of the wealth of data it holds to third-party reporting tool. Phil Hollingsworth explains why this is so useful for service desks.
Richmond ServiceDesk provides a range of powerful reporting methods, including web-based dashboard and charts accessed through the specialist web client. This allows you to export from multiple lists: incident, change lists and configuration items lists and Crystal reports, which are accessed through the web-based Reports Viewer module.
Moreover, the Richmond ServiceDesk database is completely open, so all data is fully accessible to external reporting tools. However not everyone has the skills or the time to access data in this way, which is why we developed the powerful new Report Generator. Introduced with the release of ServiceDesk v12, Report Generator allows you to quickly create filtered data reports specific incidents, problems, changes and assets, and save them as views, which can be re-used and made available to other team members.
The Report Generator also enables instant export of incidents, problem, RFC and CI data to Excel, allowing you to analyse the data with many data manipulation and presentation features.
Many of our customers require data visualisation, and for this you will need specific data visualisation software such as Microsoft’s Power BI. This simple, yet highly powerful tool, allows you to manipulate and visualise data sets, linking and cross-referencing multiple data sets, even data sets from different systems creating dashboards with drilldown capabilities.
We recommend the Power BI Desktop version, which is free. However, if you want others in your organisation to have visibility of your dashboards, then there is an upgrade path to Power BI Pro, which currently retails at $9.99 per user per month. Power BI is relatively simple to setup, just select 'Get data' and choose one of your exports from the Report Generator and create your first chart or graph.
You can also link directly to the source database and create dynamic dashboards. Then you can download the Power BI gateway onto a server allowing access from your source database to Power BI allowing your dashboard to dynamically update. You can find out more from the Power BI web site.