8.10 Backlog Management

Dashboard Name	Backlog Management
Availability	ASM All Version
Type	SQL
Categorisation	SDI 8.10
Available Parameters	Owning Group, IPK Status

Description

The service desk routinely and consistently collects data about the total number of open incidents and service requests compared to their age across all support groups and uses it to effect swift resolutions.

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	N/A
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 reported month. Graph can be drilled in to split results by IPK Status and then by channel

Screenshots

Chart, bar chart Description automatically generated