Average Incidents backlog per day

Kunal Varkhede
Tera Guru

‎05-23-2020 09:48 PM

How to calculate Average incident Backlog per day?

 

Any help will be appreciated.

 

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6 REPLIES 6

Tom Zink
Kilo Expert

‎05-24-2020 09:56 AM

We focus on backlog growth. We take the daily number if new incidents and subtract the daily number of resolved incidents. For us our incident backlog are any open incidents. This is the only ticket type which we consider all open regardless of state to be backlog as incidents are break / fix issues and should not be left open to be addressed at a later planned date.

Ashutosh Munot1
Kilo Patron
Kilo Patron

‎05-24-2020 10:49 AM

Hi,

do you have performance analytics?

Thanks,
Ashutosh

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Tom Zink
Kilo Expert
In response to Ashutosh Munot1

‎05-24-2020 02:05 PM

Yes, we do.
0 Helpfuls

Adam Stout
ServiceNow Employee
ServiceNow Employee

‎05-24-2020 05:18 PM

Start here:  https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/use/performance-...

If that doesn't meet your needs, check out the other content packs for ITSM.

If this is your first time looking at Performance Analytics, be sure to take Performance Analytics Essentials in Now Learning.  Here is some other content to help you on your path: https://community.servicenow.com/community?id=community_article&sys_id=44c3a3ecdbf43f84d82ffb2439961...