ManageEngine, the real-time IT management company, today announced that Service Desk Plus, the IT help desk software, is now integrated with Zoho Reports, the online reporting and business intelligence application from zoho.com Available immediately as an add-on module, the Zoho Reports integration lets ServiceDesk Plus users easily analyze their IT service desk data as well as create insightful reports and visually rich dashboards for informed decision-making.
Timely access to meaningful, IT service management data and reports gives IT managers the intelligence they need to optimize their service desk operations. For instance, knowing hourly patterns of incoming service ticket volumes helps improve resource planning. Acquiring such intelligence, however, typically requires users to spend a lot of time writing complex database queries to mine service desk information. Most IT service desk teams are too busy resolving end-user issues to perform those advanced analytics.
“While raw data and graphs are abundant in IT service desk environments, analysis and insightful recommendations are scarce,” said Clarence Rozario, director of product management at Zoho. “With the Zoho Reports integration, IT managers using ServiceDesk Plus can keep track of the key metrics that matter and demonstrate the value of their IT service desk operations in tangible terms to the stakeholders involved.”
“The addition of Zoho Reports is a big step for ServiceDesk Plus and for the thousands of customers who use it to manage their IT service desks,” said Umasankar Narayanasamy, director of engineering at ManageEngine. “Over and above the default and custom reporting options in ServiceDesk Plus, this new integration empowers our customers to squeeze advanced intelligence out of their service desk data for critical decision-making – without the complexity usually associated with advanced BI efforts.”