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
