Dashboard

Business Intelligence Dashboard Topic of the Day: Service Desk (Help Desk) Dashboards

When one thinks of a typical service desk dashboard or helpdesk dashboard, one imagines a helpdesk manager poring over the service level metrics. Yes, it’s true that most service level dashboards are used by the people providing the service. But what about exposing dashboard metrics to those USING the service?

IT services giant, EDS, offers transparency to their client base by publishing a weekly service quality number. It serves as both a Quality of Service metrics as well as a great marketing tool. They survey executives at their 900 clients. As explained at http://www.eds.com/services/excellence/, “We use this Web-enabled, real-time information system to ensure that the quality of services we deliver to 900 clients is known at all times – even at the highest levels of the corporation. Our stoplight, red-yellow-green scoring is simple to understand and consistently used across the globe. By using a private, customized view of the dashboard – the Service Excellence Client Dashboard – clients can check on their status and provide real-time feedback to EDS support teams directly from their desktops. Plus, they can initiate a survey process whenever they wish and invite any participants they feel deserve a vote on EDS’ performance rating.”

For more information on service desk dashboards presented in a novel, attention-getting manner, see Klipfolio.com.

So what or who is The Dashboard Spy? As his about page states, The Dashboard Spy is just a guy interested in the design of business dashboards. He could not find any executive dashboard design source books and so set about creating his own. Finally convinced to post his extensive collection of dashboard screenshots online, he was amazed to find how popular it has become. If you have a nice screenshot to share, please send an email to info _at_ dashboardspy.com. Also check out The Dashboard Spy’s favorite books.

What do you think about this dashboard post? Please leave a comment. Your opinions are valuable to the entire business dashboarding community.  

One Response to “The EDS Service Excellence Client Dashboard”

1. Suellen jackson Said on March 4th, 2008 at 7:38 pm quote

   THANK YOU, love this site and soooooo helpful.

   great stuff.

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Last Modified: Thursday, August 6th, 2009 @ 13:56

This business intelligence dashboard blog entry was posted on Sunday, March 12th, 2006 at 10:22 am and is filed under Dashboard Screenshots. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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