Reporting vs Analytics in Jira Service Management

One of the most common requests we receive from our customers is for better visibility within their Jira Service Management (JSM) Cloud platform around specifics related to workloads, jobs, assets and team members. While JSM does have ‘some’ out-of-the-box reporting capabilities, they are rudimentary, and advanced users find their reporting needs are unable to be met with them.

This creates the demand for visual information by other means, a prime example is reporting on Assets data, which is currently not natively supported. By integrating your asset object fields with service project forms you can start to build custom reports and dashboards in relation to that data, enabling business and information technology (IT) teams to make informed decisions in asset inventory management.

With a small amount of system customisation and process change, IT will be able to generate reports to seek a comprehensive view of all assets, such as tracking the device end-of-life metrics. The reporting feature also allows IT teams to identify asset-related incidents, and analyse costs, hence brings in cost optimisation opportunities.

Some of the typical reporting enhancement requests we see are:

• Improved reporting on service-level metrics
• Report showing issues created based on user information, including Cost Center, Department & Location
• Improved trend analysis reports showing Created vs Resolved tickets over various time periods
• Exception reports e.g. Missing Assets that have not checked in with Intune / SCCM
• Automatically creating tickets within a Service project when the details of an asset require attention.

Where your reporting requirements are more advanced, including the need for more robust dashboards (as opposed to charts), you can connect JSM to your in-house analytics platform (PowerBI, Tableau, etc) using REST APIs.

For organisations who are unfamiliar with API development there are also marketplace applications that act as connectors between your external reporting system and JSM, GLiNTECH has experienced consultants you can leverage when exploring marketplace applications and Jira API endpoints.

If you are looking to get richer and more detailed information about your business' ITSM from your JSM platform, our team of technical experts can help. Chat to us today to find out how better reporting and analytics can help transform the way your ITSM team is viewed by the rest of the business.