Incident Management Dashboard
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TOPdeskIncident Management Dashboard
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TOPdeskText: Timme Hos
Photography: Kees Muizelaar
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INCIDENT MANAGEMENT DASHBOARD
Victa has developed a fully interactive management dashboard for TOPdesks service management software. QlikView for TOPdesk gives you a complete overview of all registered incidents, displayed in a variety of diagrams, graphics and even in Google Maps. >>
Bas-Jan Lubbers (l), Carlo Vruwink
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They came up with the idea for a TOPdesk management dashboard about four years ago, says Bas-Jan Lubbers, Victas commercial manager. One of our customers wanted dynamic management information for their IT department. It turns out that this was not a unique wish. We often see that the management wants to create greater transparency within the department. Roughly twenty organizations now use QlikView for TOPdesk.
Quick implementation Each organization sets up TOPdesk differently to meet its unique needs; however, the management dashboard can always be implemented quickly, and tailored to your organizations requirements. The dashboard is up and running within a day, on average. Customers can always get off to a flying start.
Performance insight for management and employees
Many organizations monitor incidents, but they often miss the performance insight offered by QlikView for TOPdesk. There is a considerable demand for straightforward overviews within organizations incident registration systems, says Lubbers. QlikView for TOPdesk lets you see the most common cause of incidents, so you can anticipate and adjust accordingly. From diagrams to graphics, the management dashboard presents clear and straightforward overviews. All information needed is displayed on every desirable level, from comprehensive overviews to individual incidents (accessible via a handy search function). You can also save or print the desired information as a report at any moment. The management dashboard is not only useful for team leaders and managers, but also for employees. The performance information can be made visible in the office in a literal sense by displaying it via a projector. Each employee can then see the state of their productivity, explains Lubbers. This raises workload awareness, and shows colleagues whether or not they are conforming to SLAs.
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Google Maps lets you pinpoint problem areas literally.
The management dashboard provides a comprehensive overview of all incidents.
Incidents can be monitored on various levels and displayed in a variety of ways. Determine the level of detail with a single click.
