Management information reporting
Hope everyone is well. I have a question around MI and ITSM reporting.
My directors are asking for some more MI for incidents and they want me to be able to identify trends, sources of issues and so on.
We are currently using Atlassian JIRA, Servicedesk and Confluence for the technical aspects (RFCs, changes, internal incident logging) and Salesforce for customer and account management.
How are you guys producing this information? What products are you using? What can you recommend?
I'm keen to make the reporting process as automated as possible (understandably).
For me, it's key that we all start using the same system for incident logging, but is it a blocker?