Managed Service Providers (MSPs) play a vital role in ensuring the smooth functioning of their clients' IT infrastructure. One effective way for MSPs to showcase their worth and maintain transparency is by crafting monthly client reports. These reports can spotlight important metrics around ticket volume, response and resolution times, and customer satisfaction ratings, illustrating their dedication to meeting service level agreements (SLAs).
For June's Report of the Month, we are excited to present a Service Desk Summary Report inspired by a recent User Showcase Webinar on Client Reporting Excellence featuring Scott Kingston, the Service Delivery Manager at Spark in New Zealand. This 30-day summary offers a comprehensive view of the services delivered in the past month. Utilizing dynamic filtering capabilities in BrightGauge, this report can also display data from the previous month, tailored to your reporting preferences.
Scott and his dedicated team at Spark NZ diligently distribute their Caretaker Plus Service Desk Report on a monthly basis, providing both interactive drill-down features and a downloadable PDF version for convenience. These reports offer a detailed backdrop for their regular meetings and consistently showcase the tangible advantages and improvements facilitated by Spark's exceptional services. This not only validates their pricing structure but also strengthens their reputation as a reliable and valued partner.
 Service Desk 30-Day Summary Report - view here.


Here are some featured metrics:
  • Ticketing Information - This section offers a concise overview of active tickets, the 30-day history of both open and resolved tickets, and key performance indicators such as resolution rates and customer satisfaction scores (CSAT).
  • Ticket Trends - This section categorizes tickets to easily identify trends. For instance, metrics include tickets by type, subtype, item, source, and ticket opener. Additionally, it provides insights to highlight potential problematic tickets, such as those with extensive time entries and an aging ticket summary.
  • Open Projects & Managed Servers - Concluding the report with a brief summary of ongoing projects and the effectiveness of managed servers opens up avenues for further improvements and additional tasks to be explored.

Thank you, Scott, for collaborating with us and sharing your Caretaker Plus Service Report template!


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