8.6 Average time to resolve incidents or fulfill service requests
Dashboard Name | 8.6 Average time to resolve incidents or fulfil service requests |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI |
Available Parameters | Channel, resolved Date, IPK Status, Target |
Description
The service desk routinely and consistently collects data about the average time taken to resolve incidents and fulfil service requests and compares it to the goals/objectives detailed in the service level agreement (SLA).
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 | The target value can be set on a per customer basis by altering the ‘Target’ expression stored against the datasource in the Dashboard. |
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 reprted month |
