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

Screenshots

Chart, line chart Description automatically generated