1.2.4 Improving the flow of processes from occurrence to resolution

JP1/Service Support can output the information it has gathered about Items to CSV files, which you can use to analyze trends in user inquiries and system faults. By analyzing how often Items are generated on a daily, weekly, and monthly basis, and analyzing which systems generate a disproportionate number of Items, JP1/Service Support facilitates problem resolution at a fundamental level.

By analyzing when Items were submitted and how long users take to investigate and resolve each Item, you can also explore whether delays might be caused by specific individuals or their approach to problem resolution.

The following figure shows an example of creating an analysis report based on information gathered about past Items.

Figure 1‒8: Using Item information in analysis reports

Two types of information can be output to CSV files: statistical data that reflects Item totals, and Item information. You can output statistical data to CSV files from the GUI. You can also use the sample macros provided by JP1/Service Support to create analysis reports from the statistical data in a CSV file.

You can output Item information to CSV files from the GUI or by using commands. You can then use the resulting files as analysis reports in spreadsheet software and analysis tools.

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