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

Screenshots