3 Replies · Latest reply on Jan 4, 2018 10:51 AM by Rohan Tyagi

    What's the best practise for Incident KPI

      Dears,

       

      I have a requirement to develop KPIs for service desk based on incident resolve. The requirement description is under below:

       

      1. Incident tickets - (Open => Assigned within 1 hour):

      If volume of incident Tickets assigned within 1 Hour  is >= 90% - Meet target

      If volume of incidentTickets assigned within 1 Hour is <90% but >=80% - Warning

      If volume of incidentTickets assigned within 1 Hour is <=80% - Action Needed

       

      2. Less than 10% of Incident Tickets reopened

      If volume of reopened Tickets is more than or equal  >= 90% - Meet target

      If volume of reopened Tickets is more than or equal  < 90% - Action needed

       

      What is the best practise for this requirement. And could you give out the step and detail information?