ITSM indicators
Indicators included in the ITSM Platform Analytics Solutions (ITSM Agent, ITSM Manager, ITSM Executive).
For more information, see ITSM Dashboards (com.snc.pa.itsm_dashboards).
| Indicator | Version introduced |
|---|---|
| % Closed Requests with Breached SLA | Madrid |
| % of incidents resolved by first assignment group | pre-Kingston |
| % of new critical incidents | pre-Kingston |
| % of new critical problems | pre-Kingston |
| % of open incidents missed SLA | Kingston |
| % of open incidents not updated in last 5 days | pre-Kingston |
| % of open incidents with problem | Kingston |
| % of open problems not updated in last 30 days | pre-Kingston |
| % of overdue requested items | Kingston |
| % open and overdue incidents | Orlando |
| % Resolved Incidents with Breached SLA | Madrid |
| Active Breached SLAs Today | Madrid |
| Average age of open problems | pre-Kingston |
| Average age of open requests | pre-Kingston |
| Average age of open incidents | pre-Kingston |
| Average close time of requests | pre-Kingston |
| Average Cost per Incident | Madrid |
| Average Cost per Request | Madrid |
| Average Cost per Request - Weekly= | Madrid |
| Average Cost per Resolved Incident - Weekly | Madrid |
| Average re-assignment of open incidents | pre-Kingston |
| Average re-assignment of open and overdue incidents | pre-Kingston |
| Average resolution time of resolved incidents | Orlando |
| Closed workload | Madrid |
| Cost of Incidents Resolved | Madrid |
| Cost of Requests Completed | Madrid |
| ITSM Average Overall Customer Satisfaction | Madrid |
| ITSM normalized satisfaction score | Madrid |
| ITSM survey instances | Madrid |
| New workload | Madrid |
| Number of active task sla | Madrid |
| Number of breach task sla today | Madrid |
| Number of closed complete requests | pre-Kingston |
| Number of closed incidents | pre-Kingston |
| Number of closed problems | pre-Kingston |
| Number of closed requests | pre-Kingston |
| Number of Closed Requests with Breached SLAs | Madrid |
| Number of incidents missed SLA | Kingston |
| Number of new incidents | pre-Kingston |
| Number of new problems | pre-Kingston |
| Number of new requests | pre-Kingston |
| Number of open and overdue incidents | pre-Kingston |
| Number of open changes planned in the next 7 days | Madrid |
| Number of open incident unassigned | pre-Kingston |
| Number of open incidents | pre-Kingston |
| Number of open incidents not updated in last 5 days | pre-Kingston |
| Number of open incidents that should be resolved in time | pre-Kingston |
| Number of open incidents with problem | pre-Kingston |
| Number of open problems | pre-Kingston |
| Number of open problems not updated in last 5 days | pre-Kingston |
| Number of open problems with at least one open incident | pre-Kingston |
| Number of open requested items | pre-Kingston |
| Number of open requested items before due date | pre-Kingston |
| Number of open requests | pre-Kingston |
| Number of requests closed after due date | Madrid |
| Number of resolved incidents | pre-Kingston |
| Number of resolved incidents by first assignment group | pre-Kingston |
| Number of Resolved Incidents with Breached SLA | Madrid |
| Open workload | Kingston |
| Predicted average cost of open incidents | Madrid |
| Predicted average cost of open requests | Madrid |
| Summed age of open incidents | pre-Kingston |
| Summed age of open problems | pre-Kingston |
| Summed age of open requests | pre-Kingston |
| Summed duration of closed requests | pre-Kingston |
| Summed duration of resolved incidents | pre-Kingston |
| Summed re-assignment of open incidents | pre-Kingston |
| Summed reassignments of open and overdue incidents | pre-Kingston |
| Workload backlog growth | Kingston |