Dear Community,
I am working on three KPIs that measure productivity of Service Desk:
I) Resolution SLA compliance rate - the percentage of incidents resolved within the agreed-upon service level agreement (SLA) timeframes. Google recommends following formula "Incidents resolved within the agreed-upon SLA timeframes/Total amount of Resolved Incidents)*100". OOB I found following automated indicators that seem to help to define such rate - "Number of incidents resolved in time" and "Total resolved Incident SLA tasks"
The later is a count of the following indicator source
My questions:
1. Should I use "Total resolved Incident SLA tasks" automated indicator or regular "Total # of incidents resolved" to be accurate with the formula "Incidents resolved within the agreed-upon SLA timeframes/Total amount of Resolved Incidents)*100"?
2. Am I correct that I should keep "Resolved" on Today and define a Data Collection job to cover the case that I need to show indicators for a time span from 08/01/2023 till Today instead of making "Resolved" after 08/01/2023 on an indicator source level (later was configured by our developer)?
II) Response SLA Compliance Rate. As I can logically conclude, this KPI will be defined as percentage of incidents responded within the agreed-upon service level agreement (SLA) timeframes. Formula will be "Incidents responded within the agreed-upon SLA timeframes/Total amount of Resolved Incidents)*100".
My Questions:
1. Does anybody know or have an idea how to calculate "Number of incidents responded in time" automated indicator?
My thoughts are:
a. tweak indicator source in the following way
b. on the automated indicator level filter such SLAs by "elapsed time" is less than 100.
Any thoughts or comments from you guys?
Dear All,
I have worked on the "Response Rate" KPI and seems found a good way to approach it.
1. The main formula to calculate the Response Rate KPI is [[Number of Incidents responded in time]/[[Number of Incidents responded that should have been responded in time]]*100.
2. Number of Incidents Responded in time Automated Indicator I calculated in the following way:
a. Indicator Source
b. Automated Indicator itself
2. Number of Incidents responded that should have been responded in time
a. Same Indicator Source
b. Automated Indicator
Hope someone finds it useful and we can discuss
