From the course: IT Service Desk: Monitoring and Metrics Fundamentals

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Visibility of reporting

Visibility of reporting

From the course: IT Service Desk: Monitoring and Metrics Fundamentals

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Visibility of reporting

- [Instructor] Whenever I work with customers to assist them with their tracking of metrics and creation of reports, I start by having a conversation about who is going to be seeing these reports. I'd say about 90% of the customers that I ask this of, the answer is the same. They only ever think the IT support manager is going to look at the reports. What people often misunderstand is the impact of IT and the performance of the IT infrastructure on the overall performance of the entire organization. Whether you work in mining, education, defense, or manufacturing, if the IT infrastructure is offline or fails, then the work undertaken across the business is impacted and, in some cases, will bring the entire business to a grinding halt. By focusing on communicating the IT performance across the organization, people from all corners of the business can see, at a glance, that the quality and success of the IT solutions…

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