8.23 Average incident resolution time by priority
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ASM Legacy Product Documentation
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Dashboard Name
Average incident resolution time by priority
Availability
ASM All Version
Type
SQL
Categorisation
SDI
Available Parameters
IPK Status, Logged Date, Priority
The service desk routinely and consistently collects data about the time taken to resolve incidents analyzed by priority.
Type
Information
Requirement
IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment.
Config
An SLA Matrix entitled ‘SLA Matrix by Priority’ which has Priority as x dimension and resolution time associated with the priorities. This does not have to be linked to an agreement.
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. A table for comparison against target is visible.
