8.6 Average time to resolve incidents or fulfill service requests

Beginning with ASM Version 10, embedded Dashboarding and Reporting functionality was provided through the Syncfusion Dashboard Platform. Alemba used the latest version of the Syncfusion Dashboard Platform v4.1.0.84 under a Global Embedded License with Syncfusion. Support for this platform ended December 2024.

From September 2022, the Syncfusion Dashboard Platform entered the Extended Support phase of its product lifecycle until the end of September 2024. As Alemba is a Premium Support partner with Syncfusion, this was extended until the end of December 2024.

As of December 2024 (10.6.8.15038), ASM Supports connections to Bold BI natively for Analytics.

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

Chart, line chart Description automatically generated