Intelligent Analytics & Reporting

Unlock the data behind our service and gain new insights into your IT needs

Our web-based management portal is written and developed in house by our team of technology experts. Encrypted, secure, and private, it allows you to look behind the service we provide to gain real insight into your organisation's demands on IT.

Access to our management portal is included free-of-charge to all customers.

Monitor key performance indicators

As an IT Support & Helpdesk customer you can monitor our performance against our two main KPIs. We publish our overall performance across all of our customers here, but within the portal you can view the same statistics personalised to you.

Resolved Same-day
The percentage of support issues raised with us that are fixed on the day they are raised.
28 day rolling average updated 21/03/2023
Resolved within SLA
The percentage of support issues raised with us that are fixed within the time allowed under our Service Level Agreement (SLA).
28 day rolling average updated 21/03/2023

Analyse and review all support issues

You can unlock insights into the nature and frequency of your IT problems with detailed analysis of all issues raised with our IT Support & Helpdesk service.

Analyse raised issues by:

  • Priority
  • Status
  • Time of day
  • Day of week
  • Lifetime
  • Subject
  • Keyword instances

You account manager will work with you to identify trends and help eliminate perennial problems once and for all.

Example of number of new calls raised per day with trend
Example of mix of calls by the day they were raised
Example of mix of calls by the time of day they were raised
Example of mix of calls by priority

Workstation inventory and hardware assurance

As an On Premises Infrastructure customer you can view a complete workstation inventory within the portal, including breakdowns of your estate by manufacturer, operating system and device type.

Our Hardware assurance service allows you to view the age of all workstations and set life cycle policies to schedule a rolling upgrades.

Example of historic and projected future workstation replacement rates and costs by specification

Paperless billing and cost analysis

You can review all of your invoices and a current statement of account securely at any time, and dig deeper into your IT spend to see historic trends with out Cost Explorer tool.

Example of mix of costs by overall product category over the last year

Intelligent Analytics & Reporting

Analyse all support issues
Call rates and distribution
Keyword tracking
View all upcoming events
Workstation inventory
Hardware assurance
Regular feature updates
Encrypted and secure
Available 24/7/365
Paperless billing
Flexible payment options
ISO 9001 Quality Assurance
Regular satisfaction checks
Helpful & always gets the job done, ctm IT Support always go above and beyond!
, Office and Facilities Manager
Particulate Emissions, Cambridgeshire

Would you like to know more?

Contact us today for a live demo!