Siit Analytics
ITSM Reporting & Analytics
Use these insights to inform your IT strategy and proactively fix problems before they escalate
Request Tracking
Deep dive into request tracking
Get a high-level view of all requests by service category, admins or communication channels. Identify which areas need your attention to work smarter not harder.
Request Volume
Monitor the volume of requests your team is handling
Resolved Requests
Track the number of requests your team resolves and the corresponding response times.
Aggregated View of Request Type
Uncover blindspots and bottlenecks by analyzing the overarching categories of requests
Request Details
Identify the team or department that submitted the request and the topic it pertains to.
Service level agreements
Stay on top of your SLAs
Track SLAs to get an instant view of your teams capacity and performance
Average response time
The time it takes for your team to acknowledge and send a first response for a request.
Average resolution time
The average duration it takes to fully resolve a request or incidents.
Achievement rates
Percentage of incidents and service requests resolved with the agreed-upon timeframes defined by SLAs.
SLA breach
Response or resolution times for incidents or requests that are not met when measured against predefined SLAs.
Performance
Remove uncertainty from team performance and productivity
Quickly gain insight into your team's goal progress and provide updates to stakeholders
Admin Productivity
Assess productivity by tracking the number of requests resolved within a given timeframe.
Admin Allocation
Examine how your team is allocated in response to the volume and influx of requests from employees.
Team Performance
Evaluate overall team effectiveness by tracking request resolution rates and resource distribution.
Resolution Details
Find what’s slowing you down, fast
Pinpoint gaps in your knowledge base and monitor requests the AI couldn't resolve to determine which initiatives your team should prioritize next.
AI Article Suggestion Volume
Track the number of articles recommended by Siit AI agent.
Resolution Rate
Monitor the rate requests are being resolved.
Performance by Article
Identify top-performing articles and those requiring further improvement.
Unresolved Requests
Know which requests require more attention.
Employee Satisfaction
Keep a pulse on employee satisfaction
Capture feedback and understand employee needs to keep your organization’s operations moving smoothly and efficiently. Identify which areas need your attention and make better decisions.
“ We had no way of tracking answers and resolutions before Siit. With Siit Analytics we know where we're making an impact and which areas need more attention. “
Ashley Brien
Tech Ops Lead
Enterprise Grade Features
Team Queues
Efficiently organize and prioritize tasks for collaborative management and timely resolution.
SLA Management
Monitor your IT service level agreements and compliance to improve internal service and request management.
Role Based Access Control
Restrict system access based on users’ roles to ensure appropriate permissions around sensitive information.
Service Catalog
Build a list of all services provided by your internal teams. Detail their descriptions and processes for access.
Dynamic Forms
Build customizable forms with predefined values based on specific conditions. Auto-fill or show only relevant fields based on input.
Siit Score
Use data to assess risk and gain insights into bottlenecks. Proactively fix problems before they escalate.
