| Incident |
| % of high priority incidents resolved |
|
|
| % of incidents resolved on first assignment |
|
|
| % of incidents resolved within SLA |
|
|
| % of reopened incidents |
|
|
| Average time to resolve a high priority incident |
|
|
| Average time to resolve an incident |
|
|
| Number of incidents created per user |
|
|
| Problem |
| % of high priority problems |
|
|
| % of incidents resolved by problem |
|
|
| Average time to close a problem |
|
|
| Change |
| % of emergency changes |
|
|
| % of failed changes |
|
|
| Average time to close a change |
|
|
| Service Catalog |
| % of closed requests with breached SLAs |
|
|
| Average time to fulfill a request |
|
|
| Number of requests created per user |
|
|
| Knowledge |
| % of incidents resolved using KB articles |
|
|
| Number of knowledge article views per user |
|
|
| ITSM Virtual Agent |
| % call deflection |
|
|
| % of incidents auto-resolved |
|
|
| Other |
| Average customer satisfaction |
|
|
| Number of requesters per fulfiller |
|
|
| CMDB |
| % of duplicate CIs |
|
|
| % of non-compliant CIs |
|
|
| % of stale CIs |
|
|
| Security Incident Response |
| % of critical and high priority security incidents |
|
|
| Vulnerability Response |
| Average critical vulnerability age |
|
|
| Average vulnerability age |
|
|
| Virtual Agent |
| % of users using Virtual Agent |
|
|
| % conversation handed over to a live agent |
|
|
| Virtual Agent CSAT score |
|
|
| Success Dashboard |
| Self-solved % |
|
|
| Call deflection % |
|
|
| Structured tickets % |
|
|
| Customer satisfaction survey scores |
|
|
| MTTR – Average mean time to resolution |
|
|
| Breached SLA % |
|
|
| First assignment resolution |
|
|
| % Automated resolutions |
|
|
| % KB - Self-solved (count) |
|
|
| % VA - Self-solved (count) |
|
|
| % Call deflection when self-solved (count) |
|
|
| % VA ticket submissions (count) |
|
|
| % Catalog ticket submissions (count) |
|
|
