Incidents Closed Meeting SLA Target

Description

The Incidents Closed Meeting SLA Target report breaks down all closed incidents in a given time period by status (SLA Target Met and SLA Breached) and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of all closed incidents using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that status by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by status and service.

Customer Value

This report provides a quick view of closed incidents that meet SLA targets by service for a given time period. The percentages and totals displayed in group headings indicate the performance of the support organization. When the percentage of the closed incidents that meet SLA target is low, the Incident Manager needs to find out and analyze the weakest links of the process and define actions to improve the service delivery. Some possible actions are listed below:

  • Provide support employees with training to upgrade their knowledge.
  • Improve the knowledge database to increase the percentage of closed incidents that are first-time-fixed.
  • Activate the Problem Management process to reduce the number of incidents.
  • Hire more support employees when resource capacity is an issue.