This is just to round-off yesterdays post about KPIs in Incident Management, and where you can find them in Serio.
Resolutions by the Service Desk or Helpdesk
This refers to the resolutions achieved by the Helpdesk/Service Desk. You’ll find this data available as a column in the First Time Fix report AGT14.
Percentages of Incidents Handled within SLA Target
Most the SLA based reports are clustered under ‘SLA Analysis’ – there are around 25 in all. Picking a few at random: