Face the Facts: Limited Reporting Capabilities in ITSM Tools

Posted by Rob Swingle  I  September 13, 12

Over and over, we at Techport Thirteen hear from clients that the ITSM tools that we work with have limited or insufficient reporting capabilities. This has been an ongoing conversation for over 8+ years now. Whether you run ServiceNow, HP Service Manager, or some other ITSM tool for your firm's Service Management needs, I bet your users have complained at some point about the lack of reporting options available within the application. You are not alone... however, the answer does not reside where you probably think it should. Let's take a deeper dive in to this issue then.

ITSM tools are not meant to provide robust reporting capabilities. This is a simple truth. Convincing application owners of this fact is relatively easy, but convincing a user community that they need to utilize a secondary application for their reporting needs takes grace and courage.

If your organization only needs simple, single-table query functionality, with an export-to-[file type] option, then you are in luck! Chances are, your needs can be met with the limited, out-of-box options already available in most ITSM applications. Some ITSM tools come with a base Crystal Reports license, making simple reporting even more reasonable.

However, if your organization would like full reporting functionality, in a secure application, with auto-scheduling and auto-publishing, spanning multiple remote-keyed tables, plus many other features and options, then you need to select a true Business Intelligence tool to compliment your existing ITSM tool. Check out our recent blog post on how to select a Business Intelligence tool for additional commentary on things to consider when evaluating a BI tool.


There are many excellent, robust reporting products on the market, including Westbury's SMI solution, and its gold-level, certified integration with the HP Service Manager application. We have seen the product in action and are confident in its ability to meet an organization's reporting needs.

To wrap up, my hope is to try to set expectations on how best to meet ITSM reporting requirements, while reminding our readers as to how the industry's applications have been designed and intentionally segregated. The thing to take away here is the concept of a "complimentary reporting application" outside of your existing ITSM solution.

Ready to see Westbury in action? We would love to arrange a demo for you:


Tags:  Westbury