Service Request Management KPIs

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Key Performance Indicators (KPIs) are useful for evaluating your Service Request Management processes. To visualize trend information, it is useful to graph KPI data periodically. In addition to the data provided by Service Management, you may need additional tools to report on all of your KPI requirements.

Metric	Description
Percentage of requests closed within Service Level Target time	The number of requests that are closed within the Service Level Target time, relative to the number of all requests closed, in a given time period.
Percentage of rejected requests	The number of resolved requests that were rejected by the user as not solved
Backlog of requests	The number of requests that are not yet closed, in a given time period.
Total number of requests	Total number of new requests, in a given time period.

Metric

Description

Percentage of requests closed within Service Level Target time

The number of requests that are closed within the Service Level Target time, relative to the number of all requests closed, in a given time period.

Percentage of rejected requests

The number of resolved requests that were rejected by the user as not solved

Backlog of requests

The number of requests that are not yet closed, in a given time period.

Total number of requests

Total number of new requests, in a given time period.

These are common metrics, however, each standards organization has their own recommendations.

Useful request fields

The following fields may also be useful in tracking your request KPIs:

First touch. Indicates that the record was resolved by the first owner, within the first hour. The First Touch flag is automatically set to true when the record is opened. It is set to false under the following circumstances:
- The Assignee field is changed from a non-blank value to another value.
- The Assignment Group field is changed from a non-blank value to another value.
- The request remains in the Fulfillment metaphase for more than one hour.
First line. Indicates that the record was resolved by the first Service Desk assigned, without the need for any escalation. The First Line flag is automatically set to true when the record is opened. It is set to false under the following circumstances:
- The Assignment Group field is changed from a non-blank value to another value.
- The support request moves to the Escalation phase before it is resolved.