Time Tracking
Manage and optimise your IT workforce with time tracking
Better manage your IT team’s Workload with Time Tracking
Are your L3s bogged down by low-priority tasks that could be handled by L1s? Are your team allocating time to project delivery and risk management tasks? Without visibility into where your team spends time, it’s hard to optimise workflows and focus on high-value projects. Servicely’s time tracking helps you allocate resources effectively, monitor performance, reduce costs, and identify areas for automation—ensuring your team is focused on what truly matters.
Gain visibility into your team's time allocation for better resource management.
Free up high-level agents by automating routine tasks.
Reduce costs and improve efficiency by ensuring the right skills are applied to the right tasks.
Transform your Time Tracking
55% reduction in IT service costs
40% increase in IT service team productivity
Increase employee satisfaction across the IT team
See exactly where your iT team spend their time
Effortlessly track how much time your agents are dedicating to tasks, incidents, and requests, ensuring they stay on top of SLAs. With customisable dashboards and reports, you can gain both high-level and detailed insights into your team's workload, helping you pinpoint where their time is spent and how long it takes to resolve various ticket types.
Optimise the allocation of work to appropriate agents
Optimising work allocation maximises IT team efficiency. By analysing escalations, you can uncover opportunities to upskill agents or leverage AI for faster resolution of common issues, ensuring that L3s aren’t bogged down with basic tasks. Striking the right balance between routine work and high-impact projects, like digital transformation and cybersecurity, allows your skilled agents to focus on work that truly drive business growth and innovation.
Manage service costs and allocate to cost centres
Managing service costs and allocating them to the right cost centres helps ensure efficient budgeting and resource allocation for IT services. By assigning costs to time spent on tasks, businesses can effortlessly track where resources are being used, identify recurring issues or knowledge gaps, and make smarter, informed decisions on whether additional training, permissions, or new tools are needed for specific teams.
Our Time Tracking Advantages
Fully configurable reports and dashboards
Customise reports and dashboards to gain deeper insights into your team’s performance and resource allocation.
Ensure your team have time for higher value work
Free up your skilled agents from routine tasks, allowing them to focus on more strategic, high-impact projects.
Track time spent across multiple agents on a single task
Monitor how much time each agent spends on tasks to identify inefficiencies.
Shift service left
Move resolution to earlier stages, enabling quicker support and reducing escalations.
Reduce IT service management costs
Reduce IT service management costs by automating routine tasks and streamlining workflows.
Fully configurable reports and dashboards
Customise reports and dashboards to gain deeper insights into your team’s performance and resource allocation.
Ensure your team have time for higher value work
Free up your skilled agents from routine tasks, allowing them to focus on more strategic, high-impact projects.
Track time spent across multiple agents on a single task
Monitor how much time each agent spends on tasks to identify inefficiencies.
Shift service left
Move resolution to earlier stages, enabling quicker support and reducing escalations.
Reduce IT service management costs
Reduce IT service management costs by automating routine tasks and streamlining workflows.
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Experience the transformational power of smarter workflows—start your free demo today.
I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.
Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.
Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.
I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.
Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.
For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.
Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.
Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.
FAQs
What is Time Tracking in ITSM?
Time tracking in IT Service Management (ITSM) involves monitoring and recording the time spent by IT teams on specific tasks, incidents, or service requests. This helps organisations gain visibility over productivity and performance. This in turn enables IT teams to allocate resources efficiently, and improve service delivery.
Why is time tracking important in ITSM?
Time tracking is critical for delivering the highest level of service, while balancing costs and workload under ITSM. It is crucial in delivering:
- Effective resource allocation - ensuring you right-size your team and are balancing the entire IT workload
- Performance management - tracking individual and team performance and productivity
- Cost management - calculate and reduce the cost of delivery IT services
- Process improvement and automation - help identify bottlenecks, areas of improvement, or tasks that can be automated
What is workforce optimisation in ITSM?
Workforce optimisation is the use of strategies, technology or other tools designed to maximise the efficiency and productivity or IT teams. This includes scheduling, balancing workload, proper skills management and performance management.
How do time tracking and workforce optimisation work together?
You cannot properly optimise the way your team is working without clear visibility on how they’re spending your time. And you can’t know if your workforce optimisation strategies are working without tracking the before and after performance of your IT team. Time tracking provides the data on how your service agents are spending their time, both before and after workforce optimisation, and can be used to analyse these strategies.
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