8.3 Number of Incidents and Service Requests

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

Description

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.

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

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