Dashboard Name | 8.3 Number of incidents and service requests |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI |
Available Parameters | Channel, Logged Date, IPK Status, Target |
The number of incidents and service requests reported to the service desk by channel (phone, e-mail, self- logging, live chat, SMS, social media etc.) is monitored, managed and measured routinely and consistently.
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 |
