Desktop Support (Remote and Onsite) · Deliverable
Monthly Desktop Support Service Reports.
Monthly service reports with ticket volumes, SLA performance, and trend analysis
Part of Desktop Support (Remote and Onsite). Last reviewed October 2026.
Quick answer
What is Monthly Desktop Support Service Reports?
A monthly desktop support service report summarizes the previous month's tickets, SLA results, backlog, and recurring issues from your own ITSM data. Deploris prepares it for your service review, explains what moved and why, and recommends actions such as knowledge articles or automation, so IT leaders can make decisions instead of just reading numbers.
WHAT THE WORK COVERS
What Monthly Desktop Support Service Reports includes.
- 01Ticket volume by category, site, priority, and channel, with month-on-month comparison
- 02SLA performance: response and resolution against target by priority, with each breach explained
- 03Backlog and aging view, showing open tickets by age bucket and what is blocking them
- 04Reopen rate, first-contact resolution, and escalation counts as quality indicators
- 05Top recurring issues and repeat callers, linked to candidate problem records or knowledge articles
- 06Customer satisfaction results where your ITSM tool collects survey responses
- 07Recommendations and actions with owners, carried over and tracked until closed
HOW WE DELIVER IT
How it is delivered.
- 1
Agree the metrics
We define each metric, the data source, and how pauses and exclusions are treated, so the same number means the same thing every month.
- 2
Extract and validate
Data is pulled from your ITSM platform and spot-checked against individual tickets to catch miscategorized or incorrectly closed records before they distort the results.
- 3
Analyze trends
We compare against prior months, explain spikes such as a patch cycle or office move, and separate one-off events from patterns that need a fix.
- 4
Review and act
Your engagement manager walks stakeholders through the report, records agreed actions, and follows them up in the next cycle.
INPUTS AND OUTPUTS
What you provide and what you receive.
You provide
- Read access to the ITSM reporting module or a scheduled data export
- SLA definitions, priority matrix, and any metrics your leadership already tracks
- Attendees and a cadence for the monthly service review
- Context on planned changes, such as rollouts and office moves, that explain volume shifts
You receive
- A monthly report in a consistent format your leadership can compare over time
- Explanations for each SLA breach and for significant changes in volume
- A prioritized list of recommended improvements with proposed owners
- An action log carried month to month so nothing agreed gets lost
WHEN IT FITS
When this is the right deliverable.
Your IT director must show the board what the desk is handling and where it is struggling, and currently builds that view by hand in spreadsheets.
Ticket volume is rising and you need evidence on whether the cause is a bad rollout, a recurring fault, or growth in headcount.
Your contract or internal governance requires monthly SLA reporting that is traceable to the underlying tickets.
WHERE WE DELIVER
Delivered in 75+ metros across 11 countries.
Local, vetted engineers deliver this work on site across the United States and Western Europe, coordinated by one engagement manager.
QUESTIONS
Frequently asked questions.
What should a monthly IT service report contain?
Does the report use our data or Deploris data?
How is trend analysis different from a ticket count?
Can the report support our compliance or audit evidence?
MORE DELIVERABLES
More from Desktop Support (Remote and Onsite).
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