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Incident Management Dashboard

Incident Management Dashboard

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Published by TOPdesk
Victa has developed a fully interactive management dashboard for TOPdesk's service management software. Read more about QlikView for TOPdesk.
Victa has developed a fully interactive management dashboard for TOPdesk's service management software. Read more about QlikView for TOPdesk.

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Published by: TOPdesk on May 30, 2012
Copyright:Attribution Non-commercial Share Alike


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Timme Hos
Kees Muizelaar
Victa has developed a fully interactive managementdashboard for TOPdesk’s service management software.QlikView for TOPdesk gives you a complete overview of all registered incidents, displayed in a variety of diagrams,graphics and even in Google Maps.
Bas-Jan Lubbers (l), Carlo Vruwink
They came up with the idea for a TOPdesk management dashboardabout four years ago, says Bas-Jan Lubbers, Victa’s commercialmanager. “One of our customers wanted dynamic managementinformation for their IT department.” It turns out that this was nota unique wish. “We often see that the management wants to creategreater transparency within the department.” Roughly twentyorganizations now use QlikView for TOPdesk.
Performance insight formanagement and employees
Many organizations monitor incidents, but they often miss theperformance insight offered by QlikView for TOPdesk. “There isa considerable demand for straightforward overviews withinorganizations’ incident registration systems,” says Lubbers. “QlikViewfor TOPdesk lets you see the most common cause of incidents, so youcan anticipate and adjust accordingly.”From diagrams to graphics, the management dashboard presents clearand straightforward overviews. All information needed is displayedon every desirable level, from comprehensive overviews to individualincidents (accessible via a handy search function). You can also save orprint the desired information as a report at any moment.The management dashboard is not only useful for team leaders andmanagers, but also for employees. The performance information can
be made visible in the ofce in a literal sense by displaying it via a
projector. “Each employee can then see the state of their productivity,”explains Lubbers. “This raises workload awareness, and showscolleagues whether or not they are conforming to SLAs.”
Quick implementation
Each organization sets up TOPdesk differentlyto meet its unique needs; however, themanagement dashboard can always beimplemented quickly, and tailored to yourorganization’s requirements. “The dashboard is upand running within a day, on average. Customers
can always get off to a ying start.”

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