8.3 Number of Incidents and Service Requests
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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
