🎁 JSM Advent Calendar - Day 21: Reports (The Year in Review)

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📜 The Naughty & Nice Scroll

We are inching closer to the big day! Welcome to Day 21 of the Jira Service Management (JSM) Advent Calendar 🎅

Yesterday, we looked at real-time Dashboards to fly the sleigh safely. Today, we need to look at the flight logs to plan for the future.

The Scenario:

It’s January 1st. Santa sits down with a cup of cocoa to review the year. How many toys were made? Which region had the most requests? Which Elf worked the hardest? He can't plan his budget or hiring for next Christmas unless he knows exactly how this one went.

The HR Reality:

HR and IT managers constantly have to justify their existence. You need to prove to leadership that your team is adding value, not just "keeping the lights on."

• Saying "We felt really busy" isn't a metric.

• Saying "Ticket volume increased by 40% while headcount stayed flat" is a business case.

The JSM Solution:

Native Reports. JSM tracks everything automatically. You just need to read the story the data is telling you.

• Time to Resolution: Are we getting faster or slower over the last 6 months?

• Request Type Breakdown: If 40% of your tickets are "Password Resets," you don't have a staffing problem; you have a tool problem.

• Agent Performance: Identify which team members are your rockstars and which need more coaching.

🎁 Tip of the Day:

Use reports to argue for resources. Don't complain about being overworked. Show the chart. "Look, our ticket volume doubled in Q4, but our satisfaction dropped by 10%. The data shows we need one more Elf to maintain quality." Data always wins the argument.

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❄️ Let’s chat: Do you dread the "End of Year" report, or do you love the data? What is the one metric your boss cares about the most? (Speed, Volume, or CSAT?)