Get to know which Jira project reporting mechanism is more convenient for you: the natives available in Jira Service Management or customizable options provided by Atlassian Marketplace apps; in this case, we'll be talking about the possibilities you can achieve to report for IT Service Management projects by integrating Dashboard Hub and Projectrak for Jira, accompanied by Jira dashboards examples you can build with these solutions together, let's keep going!
Within many organizations, the most common projects support internal IT service requests and customer requests. These types of projects keep daily processes going and play a key part in a customer's experience and their buying decision. That’s why reporting on these projects is part of the daily routine for many IT and customer service managers. They help in decision-making, communication, coordination, and planning. In order to fill all these needs, reports must be easily accessible to the right audience for the specific purpose.
Jira Service Management (JSM) provides out-of-the-box reports at the project level and dashboards at the global level. Both use SLAs (service level agreements) defined in your projects.
Project reports allow you to visualize trends within your projects. E.g.:
Take as an example the "Created vs Done" report as a way to assess the "support debt" (an analogy with technical debt) or the health of the support team. We could infer patterns and decide that we might need more agents in this project if the difference created vs done keeps growing. Or if there's a spike in created requests due to a recent marketing campaign. See Atlassian's documentation for further information on service project reports.
Created vs Done report in a Jira Service Management project.
Jira Dashboards are handy when you need to report on several projects at once and create a high-level overview of your project portfolio. Dashboards are composed of gadgets, which are smaller pieces that display information, charts, metrics, and other data to create meaningful reports. By default, two gadgets are provided for Jira Service Management: Filter counts (it displays the number of issues that specific criteria meet) and Service project report (displays a pre-defined or custom report from a service project). Those two gadgets alone allow you to create ITSM dashboards like the one we display next. See Atlassian's documentation for further information on Jira dashboards gadgets.
An example about a Jira Dashboard for an ITSM team named "Koala."
Projects fulfill a function to keep the information centralized and organized in order to deliver a service on time and on a budget (and to be considered successful, of course). For this to happen, key information has to be tracked and monitored at the project level, such as project status, budget, or stakeholders among others.
Jira allows the configuration of the key, name, category, project lead, and default assignee at the project level. But many projects require additional information like a deadline, priority, notes, or time logging, which are typically needed for proper reporting and control.
A Dashboard Hub dashboard featuring four key insights from projects enhanced by Projectrak information.
In the third slide, you'll see a gadget called "Projectrak: Project by status", which leverages the power of Projectrak to report on the project portfolio.
If you didn't find the answers you were looking for, or even if you have more questions now, be sure to get in touch with us; we will guide you through implementing the best possible solution you need.
Integrating Projectrak and Dashboard Hub represent a powerful solution for organizations with large project portfolios and need to visualize this information simply and interactively.
Copyright © 2021 DEISER
Copyright © 2019 DEISER
Copyright © 2019 DEISER