Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Service Request Management KPIs
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. |
These are common metrics, however, each standards organization has their own recommendations.
ITIL V3 KPIs
- Total number of requests (as a control measure).
- Breakdown of requests at each stage. For example, the number of requests logged, work in progress, and closed.
- Size of current request backlog.
- Number and percentage of major requests.
- Mean elapsed time to achieve request resolution or a workaround by impact.
- Percentage of requests handled within the target response time. You can specify request response-time targets using defined Service Level Targets.
- Average cost for each request.
- Number of requests reopened and as a percentage of the total.
- Number and percentage of requests incorrectly assigned. Number and percentage of requests incorrectly categorized.
- Number and percentage of requests resolved remotely with no on-site visit required.
- Number of requests handled by each request offering.
- Breakdown of requests by time of day, which helps pinpoint peaks and ensure matching of resources.
COBIT 4.1 recommends that you measure these performance indicators:
- Percent of incidents resolved within the time period specified
- Percent of incidents reopened Average duration of incidents by severity
- Percent of incidents that require local support (field support or an on-site visit)
Useful request fields
The following fields may also be useful in tracking your request KPIs:
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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:
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The Assignee field is changed from a non-blank value to another value.
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The Assignment Group field is changed from a non-blank value to another value.
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The request remains in the Fulfillment metaphase for more than one hour.
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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:
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The Assignment Group field is changed from a non-blank value to another value.
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The support request moves to the Escalation phase before it is resolved.
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In addition, the following values are available in the Creation source enumeration list:
- External
Related topics
