Are ServiceNow's Service Desk Performance statistics published

Neil Mitchell2
Tera Contributor

Hi,

Do ServiceNow publish their own performance metric in regards to their own performance.  I am aware they publish their availability of the platform but do the publish the following metrics for example and if so where can I find them.


Incident Management – First Contact Response  - Percentage of incidents that are resolved on the first contact (all priority codes)

SLA Fulfilment - Percentage of incidents that are resolved within the agreed SLA

Mean Time to Respond  - Mean time to respond to a incident reported via the Service Desk) 

 

Thanks in advance

 

0 REPLIES 0