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SLA Compliance Rates for Resolution and Response SLAs

ViktoriiaKond
Tera Contributor

‎08-24-2023 12:33 PM

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"

 

ViktoriiaKond_0-1692903391988.pngViktoriiaKond_1-1692903580599.png

The later is a count of the following indicator source 

 

ViktoriiaKond_2-1692903735806.png

 

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

 

   

ViktoriiaKond_3-1692905243622.png

 

b. on the automated indicator level filter such SLAs by "elapsed time" is less than 100. 

 

Any thoughts or comments from you guys? 

 

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ViktoriiaKond
Tera Contributor

‎09-11-2023 07:34 AM

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

 

ViktoriiaKond_0-1694442263978.png

 

b. Automated Indicator itself

 

 

ViktoriiaKond_1-1694442407928.png

 

ViktoriiaKond_2-1694442508440.png

 

2.  Number of Incidents responded that should have been responded in time

 

a. Same Indicator Source 

 

b. Automated Indicator 

 

ViktoriiaKond_3-1694442816572.png

 

Hope someone finds it useful and we can discuss