Key Performance Indicators


The table below lists the key performance indicators (KPIs) that have been selected for tracking the success of the Request Management process.

KPI

Definition

Frequency

Unit

Complaints

The number of registered support requests with the Category field set to "Request for Support Improvement".

Monthly

# of support requests

Incidents resolved within target

The number of completed support requests with the Category field set to "Request for Incident Resolution" that were completed before their target date and time, divided by the total number of completed requests for incident resolution.

Monthly

%

Service desk resolutions

The number of support requests that were both registered and resolved at the service desk without the assistance from another group, divided by the total number of support requests registered by service desk analysts.

Monthly

%

Rejected solutions

The number of times that a support request was reopened because the solution was not accepted (i.e. the number of times that the Completion code field was emptied out because the Status field was set back from "Completed" or higher to less than "Completed"), divided by the total number of completed requests.

Monthly

%

Incident resolution effort

The total amount of time spent on all closed support requests with the Category field set to "Request for Incident Resolution", divided by the total number of closed requests for incident resolution.

Monthly

# of minutes per support request

Backlog of support requests

The number of support requests that do not yet have their Status field set to "Completed" or higher (or that do not yet have a value specified in their Completion code field).

Daily

# of support requests