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Service Request Management
KPIs
Description | Source | How to calculate | How to use it |
|---|---|---|---|
Average Handle Time | Service request logs | Average time spent handling a request | Assess efficiency and productivity of service desk staff |
Percentage of Automated Fulfillments | Automation tools, logs | (Automated fulfillments / Total fulfillments) * 100 | Evaluate the extent and effectiveness of automation in request fulfillment |
Change Requests Resulting from Service Requests | Service request and change logs | Number of change requests initiated from service requests | Understand the impact of service requests on change management |
Repeat Request Rate | Service request logs | (Repeat requests / Total requests) * 100 | Identify issues in initial fulfillment that lead to repeat requests |
Service Request Aging | Service request tracking system | Average age of unresolved service requests | Monitor the timeliness of service request handling and identify delays |
Incident Conversion Rate | Service request and incident logs | (Requests converted to incidents / Total requests) * 100 | Measure how often service requests evolve into incidents |
Resource Utilization Rate | Resource management tools | Utilization of resources for request fulfillment | Assess the effective use of resources in fulfilling service requests |
SLA Compliance Rate | SLA monitoring reports | (SLA-compliant fulfillments / Total fulfillments) * 100 | Measure adherence to service level agreements in request fulfillment |
User Feedback Improvement Actions | Feedback logs, improvement registers | Number of improvements made based on user feedback | Track enhancements in the service request process based on user feedback |
Average Time to Acknowledge Requests | Service request logs | Average time from request receipt to acknowledgment | Measure responsiveness of the service desk in acknowledging received requests |
Service Request Volume | Service request tracking system | Total number of service requests received | Monitor the workload and identify trends in service request volume |
Service Request Fulfillment Rate | Service request records | (Fulfilled requests / Total requests) * 100 | Assess the efficiency of the request fulfillment process |
Average Fulfillment Time | Service request logs | Average time to fulfill requests | Evaluate the speed of service delivery and identify areas for improvement |
First Contact Resolution Rate | Service desk logs | (Requests resolved on first contact / Total requests) * 100 | Measure effectiveness of the service desk in resolving requests without escalation |
Customer Satisfaction Score | Customer surveys | Average customer satisfaction rating | Gauge customer satisfaction with the service request handling process |
Service Request Backlog | Service request tracking system | Number of unresolved service requests | Monitor accumulation of unresolved requests to ensure timely management |
Escalation Rate | Service request logs | (Escalated requests / Total requests) * 100 | Determine the rate at which requests are escalated to higher support levels |
Cost per Service Request | Financial records | Total cost of handling requests / Number of requests | Monitor cost efficiency in the service request management process |
Request Categorization Accuracy | Service request logs, quality assurance | Percentage of correctly categorized requests | Ensure accurate request categorization for better management and reporting |
Self-Service Usage Rate | Service request tracking system | (Self-service requests / Total requests) * 100 | Measure the effectiveness and adoption of self-service portals |
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