ITSM Analytics & Service Pack

I need an ITIL-savvy analyst to turn three months of raw service-desk data from our L2/L3 application-support teams into a crisp Monthly Service Pack that leadership can read in minutes and act on at once. The pack must cover the four processes that matter most to us right now—Incident Management, Change Management, Problem Management and the overall Service Desk—highlighting volume, trends, SLA performance and the root causes that drive repeat tickets. You will pull the data I provide (exported from our ITSM toolset) into your preferred analytics stack—Excel, Power BI, Tableau or similar—then shape it into clear charts, heat maps and commentary. Beyond the visuals, I expect concise insights and at least three service-improvement recommendations backed by numbers. Deliverables • A slide deck or PDF “Monthly Service Pack” ready for exec review • The underlying workbook/dashboard with formulas or model intact • A short write-up of recommended improvements with measurable targets Acceptance criteria: visuals must update automatically when the data range is refreshed, figures must reconcile to the source exports, and each recommendation must cite the supporting metric. If this sounds straightforward to you, let’s get started.

Project ID: 40188635