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.
- 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.
- 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.
- 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.
- 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?
- 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, and see how smarter ITSM reporting can help your organisation thrive in 2025 and beyond!
