IT teams have long moved on from just putting out tech fires. In 2025, they’re data storytellers, process optimisers, and business enablers — all rolled into one.
But here’s the catch: You can’t manage (or brag about) what you can’t measure. That’s where ITSM reports step in, turning your sea of service data into actionable insights, performance spotlights, and maybe even a couple of unexpected “wait, what?!” moments.
Whether you’re trying to spot sneaky recurring issues or prove that automation actually saves the day, here are the 5 essential ITSM reports your organisation absolutely needs in 2025.
1. Incident Management Reports
Incidents — they’re never invited, but they always show up.
Track them properly with:
- Incident Volume Over Time (trends, trends, trends)
- Average Response & Resolution Times (because time matters)
- First Contact Resolution (FCR) (one and done)
- Top Recurring Issues (the greatest hits)
- Incident Backlog Report (tickets aging like fine… nope)
Why you need it: You can’t fix what you don’t measure, and recurring issues love hiding in plain sight.
2. Service Request Reports
Because “Can you reset my password?” never really goes out of style. 😊
Track:
- Request Volume by Type
- Average Fulfillment Time
- SLA Compliance for Requests
- Self-Service vs. Technician Fulfilled
- Customer Satisfaction (CSAT)
Why you need it: Not all requests are created equal, and knowing which ones clog the pipes helps you clear the path.
3. Change Management Reports
Surprise changes = chaos. Controlled changes = smooth sailing.
Essential reports:
- Volume by Change Type
- Approval Times (because red tape is real)
- Success vs. Failure Rates
- Incidents Caused by Changes
- Unauthorized Changes
Why you need it: Managing change isn’t just about process; it’s about predictability.
4. Problem Management Reports
Recurring incidents? Time to dig deeper.
Reports to love:
- Problems Logged Over Time
- Average Resolution Time
- Incident-to-Problem Conversion Rates
- Problems with Workarounds
- Top Root Causes
Why you need it: Spot patterns, squash root causes – repeat less, right?
5. SLA Performance Reports
SLAs: The promises you make and (hopefully) keep.
Monitor:
- SLA Compliance Rates
- Time-to-Breach Alerts
- Breached SLA Counts
- SLA Trends Over Time
Why you need it: SLA breaches are like bad reviews; they haunt you!!
WHY SOLARWINDS SERVICE DESK IS YOUR 2025 REPORTING SIDEKICK
If reading all this gave you a headache, don’t worry, SolarWinds Service Desk is here to save you (and your data).
With SolarWinds Service Desk, you get:
- Pre-built & customisable reports — all without spreadsheet nightmares
- Real-time SLA tracking (goodbye, surprises)
- AI-powered insights for smarter decisions & faster resolutions
- User-friendly dashboards that even your non-tech execs will love
- Seamless tracking across incidents, changes, assets, and automation flows
Here’s where things get smarter (and way more efficient😊). In 2025, AI isn’t just a buzzword — it’s a practical assistant built right into Service Desk.
With AI-enhanced reporting and workflows in SolarWinds Service Desk, you can:
- Automatically categorise and prioritise tickets using historical data
- Spot patterns and anomalies faster than any manual review
- Get real-time insights to guide smarter decisions
- Reduce manual effort and accelerate resolution through context-aware suggestions
Why settle for reactive reporting when AI can help you see what’s happening now — faster, clearer, and with fewer clicks?
Discover SolarWinds Service Desk here, and see how smarter ITSM reporting can help your organisation thrive in 2025 and beyond!
Join us on June 17th for a FREE webinar where Raj Pandya will show you:
🔹How automation reduces delays by up to 3 hours
🔹How your Service Management can support HR, Legal & more asides IT.
🔹How you can reslove tickets in less time without expanding your team.
⏰ 1PM WAT | 📍 Microsoft Teams
👉 Register Here
