It’s important for a needs assessment team to consider reporting needs—for the IT support organization and beyond. While a good help desk solution should generate and save a lot of data, what is the value of that data if it can’t be reported on?
The stakeholders represented on a needs assessment team should be able to provide a reporting wish list that provides a good insight into what is needed. The next step is to break down each report to define precisely what metrics are required. A help desk solution should provide a robust and flexible capability to generate whatever fixed reports are identified, as well as the ability to support ad hoc and special request reports. The IT support team can automate delivery of scheduled reports while also meeting the needs of one-off report requests or audits. This type of flexibility means that as the need for new forms of reporting arise—those unseen by the needs assessment team—captured data can be filtered for and reported against to fill the needs of either an automated delivery schedule or one-off basis.
See iSupport’s new whitepaper Identifying and Automating Core Business Practices to find out more about the role of reporting in needs assessment.