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).
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
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
