8.8 First Level Incident Resolution and Request Fulfillment Rate
Dashboard Name | First Level Incident Resolution and Request Fulfillment Rate |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI |
Available Parameters | IPK Status, Channel, Resolve Date, Target Percentage |
Description
The service desk routinely and consistently collects and analyses the percentage of resolved incidents and fulfilled service requests that are completed to the end-user’s satisfaction at the service desk without escalating to other support groups.
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. A IPK resolver group entitled Service Desk |
Config | The target value can be set on a per customer basis by altering the ‘Target’ expression stored against the datasource in the Dashboard. This is set to 50% by default. |
Spec | First Line Fix is calculated as no of assignments = 0 as stored against the cl_call_logging table where the Logging group is Service Desk. Data is represented for a rolling 13 month period excluding the current month. |
