8.25 Average resolution time by incident category
Dashboard Name | Average resolution time by incident category |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI |
Available Parameters | IPK Status, Logged Date, Type |
Description
The service desk routinely and consistently collects data about the average time taken to resolve incidents analyzed by category.
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 | An SLA Matrix entitled ‘SLA Matrix by Priority’ which has Priority as x dimension and resolution time associated with the priorities. This does not have to be linked to an agreement. |
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. A table for comparison against target is visible. |
