Keep in mind that I work for a consulting/contracting/outsourcing company... I mean, I work for a managed services company.
We are at the mercy of the reporting that the client provides, and unfortunately, they don't need to report on things like I do since I am bound by specific contractual obligations.
Plus the reporting I get, while somewhat informative, doesn't give me totals per technician, totals per geographic location, SLA missed or met, etc. Just data. Some other reports will give SLA information, but not the others, so I just do all of my own data manipulation from 2 data dump reports (one for each ticketing system) instead of having to use their SLA reports AND these 2 reports anyway.
My SLAs are differently measuring that the internal IT staff's.
M60s, VP180, VP150, QS8s, M3s, SVS 20-39PCi, Shakers