KPI Definition
|
Unit of Measure
|
Reporting Frequency
|
Remarks
|
Number of service requests
|
Count
|
Weekly / Monthly
|
This KPI will be useful in reporting the load
of service request that will be handled in any given week / month. This can also be reported with further
classification based on application, priority, user, etc.
|
Number of service request by Status
|
Count
|
Weekly / Monthly / Quarterly
|
This KPI will be useful in reporting service request volume based on status (Assigned, In progress, Pending, Resolved,
Closed and Cancelled) priority wise.
|
Number of service request by Operational Categorization
|
Count
|
Monthly / Quarterly
|
This KPI will be useful in reporting service request volume based on operational categorization (Application, Access,
Desktop or Laptop, Application access, Network, Failure, Server or Server
Components, Request, Hardwar, etc.) priority wise.
|
Percentage service request handled within agreed response time
|
Percentage
|
Weekly / Monthly
|
This will be useful in reporting the response
time for all service requests based on priority.
|
Percentage service request that breached agreed response time
|
Percentage
|
Weekly / Monthly
|
This will be useful in reporting the tickets
that have breached the response time SLA for all service request based on priority.
|
Average response time
|
Minutes
|
Weekly / Monthly
|
This will be useful in reporting the average response
time based on priority.
|
Percentage service request fulfilled within agreed resolution time
|
Percentage
|
Weekly / Monthly
|
This will be useful in reporting the fulfillment
time for all service request based on priority.
|
Percentage service request that breached agreed resolution time
|
Percentage
|
Weekly / Monthly
|
This will be useful in reporting the tickets
that have breached the resolution time SLA for all service request based on priority.
|
Number of service requests that were wrongly
|
Count
|
Weekly / Monthly
|
This KPI is useful in reporting ticket hops,
i.e., wrongly assigned tickets.
|
Percentage of service request reopened by user
|
Percentage
|
Weekly / Monthly / Quarterly
|
This KPI highlights the percentage of service request re-opened (along with number of tickets re-opened and total number of tickets for the mentioned period).
|
Backlog of unresolved
service
request
|
Days
|
Weekly / Monthly
|
This KPI highlights unresolved service request by aging for assigned resolver group typically highlighted as pending
for number of days 0-3 days, 5-10 days, 10-20 days and so on; Also used to
focus the top 10 pending tickets
|
Customer
Satisfaction Survey (CSAT) of service request
|
Number
|
Daily / Weekly
|
This KPI provides average qualitative assessment of the end-user experience
and feedback on fulfillment of service request
|
Percentage of incidents
wrongly logged as service request
|
Percentage
|
Monthly
|
This KPI determines the effectiveness of service desk personnel in
correctly identifying service request. Ideally this should be 0.
|
Saturday, July 20, 2013
KPI: Request Fulfillment
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