8.10 Backlog Management
Dashboard Name | Backlog Management |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI 8.10 |
Available Parameters | Owning Group, IPK Status |
Description
The service desk routinely and consistently collects data about the total number of open incidents and service requests compared to their age across all support groups and uses it to effect swift resolutions.
Requirements / Considerations / Specification / Configuration
Type | Information |
Requirement | IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment |
Config | N/A |
Spec | A full 13 month of data (excluding the current month) is reportable. This is a rolling 13 months and allows comparison of previous year month to last reported month. Graph can be drilled in to split results by IPK Status and then by channel |
