Urgent! KPIs for Response Task & Remediation task

[ashwanikumar]

My customer is using the Yokohama version of the platform.

I wanted to check with you all to see if there are any out-of-the-box (OOTB) dashboards or reports available for tracking Response Tasks and Remediation Tasks. Specifically, I’m looking for any prebuilt visualizations, metrics, or reporting capabilities that come standard with the system.

If no OOTB reports exist, what are some key performance indicators (KPIs) that would be valuable to track for both the Response Task and Remediation Task tables? please suggest.

[Mark Manders]

What dashboards/reports have you already found yourself? What are you looking for exactly? What KPIs are important for your client? 

[ashwanikumar]

@Mark Manders  This is their first time using it, so they are relying heavily on ServiceNow to provide best practices adopted across various industries. Therefore, I am looking for an OOTB dashboard or any recommendations you have proposed to customers based on your experience

[Mark Manders]

Since it's your customer, my questions still remain. They are relying on you to provide the information. So what OOB stuff did you already find yourself? And related to the KPIs, even though they are just starting to use it, they are using it for a reason. What are the hoping to get out of it? KPIs about response/volume could very well be enough to start with, but if they are using it to achieve a certain goal, that should be measured as well. 

[Shivalika]

Hello @ashwanikumar 

Response Task Table KPIs

1. Response Time: Measure the average time taken to respond to a task.
2. Completion Time: Track the average time taken to complete a task from the moment it is assigned.
3. Task Volume: Monitor the number of tasks created and completed within a specific period.
4. First-Time Fix Rate: Percentage of tasks resolved on the first attempt without requiring additional follow-up.
5. SLA Compliance: Measure the percentage of tasks completed within the agreed Service Level Agreement (SLA) timeframe.
6. Customer Satisfaction: Collect feedback from users to gauge their satisfaction with the response and resolution of tasks.
7. Escalation Rate: Track the percentage of tasks that require escalation to higher-level support.

Remediation Task Table KPIs

1. Remediation Time: Measure the average time taken to remediate an issue from identification to resolution.
2. Issue Recurrence Rate: Track the frequency of recurring issues that require remediation.
3. Cost of Remediation: Monitor the costs associated with remediating issues, including labor and resources.
4. Compliance Rate: Measure the percentage of remediation tasks that meet regulatory or policy compliance requirements.
5. Risk Reduction: Assess the effectiveness of remediation efforts in reducing risk levels.
6. Resource Utilization: Track the utilization of resources (e.g., personnel, tools) in remediation tasks.
7. Remediation Effectiveness: Evaluate the success rate of remediation efforts in permanently resolving issues.

Well I just wanted to confirm - this is about Reconcile Remediation tasks only right ? 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY