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SDI Standard for Performance Results Reporting
August 2013 SDI Standard for Performance Results Reporting for Sostenuto ITSM3
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SDI Standard for Performance Results Reporting
Introduction
This document provides a definition listing of the Sostenuto ITSM3 SDI Standard for Performance
Results Report pack which has been certified by the Service Desk Institute (SDI) as meeting their
Service Desk best practice metrics. These reports are compatible with Sostenuto ITSM3 v6 and
above as standard, with customers on previous versions requiring consultation to ensure the
correct data is available to drive the reports and provide accurate metrics.
Metric Quick Reference
Number of Incidents and Service Requests .................................................................................................. 3
Average Time to Respond ............................................................................................................................. 4
Abandon Rate ............................................................................................................................................... 5
Average Time Taken to Resolve Incidents or Fulfill Service Requests ........................................................ 6
First Contact Resolution Rate ....................................................................................................................... 7
First Level Incident Resolution and Request Fulfillment Rate ...................................................................... 8
Re-opened Incident Rate .............................................................................................................................. 9
Backlog Management .................................................................................................................................. 10
Percentage of Hierarchic Escalations (Management Notification) .............................................................. 11
Percentage of Functional Escalations (Re-Assignment) ............................................................................. 12
Average Resolution Time by Priority ........................................................................................................... 13
Average Resolution Time by Incident Category and Service Request Type .............................................. 14
Remote Control Monitoring Measured Against Goals ................................................................................. 15
Self-Logging Monitoring Measured Against Goals ...................................................................................... 16
Self-Help Monitoring Measured Against Goals ........................................................................................... 17
Knowledge Usage ....................................................................................................................................... 18
Quality of Knowledge and its Effectiveness ................................................................................................ 19
Monitoring Incidents Caused by Changes Measured Against Goals .......................................................... 20
Total and Average Cost of Service Delivery ............................................................................................... 21
Average Cost per Incident and Service Request by Channel (Method Received) ..................................... 22
Average Cost per Incident and Service Request (Cost per Contact) ......................................................... 23
Event-Based Customer Satisfaction Measurement .................................................................................... 24
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Report Definition
Report Name Number of Incidents and Service Requests SDI Reference 8.3
Report Description The number of Incidents and Service Requests reported to the Service Desk by channel
(phone, e-mail, user logging, live chat, SMS, social media etc.) is monitored, managed and
measured routinely and consistently.
Example
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Report Name Average Time to Respond SDI Reference 8.4
Report Description The Service Desk routinely and consistently collects and analyses the average time it takes to
respond to an Incident or Service Request by channel or method (i.e. phone, e-mail, self-
logging, live chat, SMS, social media).
Example
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Report Name Abandon rate SDI Reference 8.5
Report Description The Service Desk routinely and consistently collects and analyses data about the percentage
of user telephone calls that are terminated prior to establishing contact with a support analyst.
Example
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Report Name Average Time Taken to Resolve Incidents or Fulfill Service Requests
SDI Reference 8.6
Report Description The Service Desk routinely and consistently collects data about the average time taken to
resolve Incidents and Service Requests and compares it to its goals. The goals/objectives
detailed in the Service Level Agreement (SLA).
Example
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Report Name First Contact Resolution Rate
SDI Reference 8.7
Report Description The Service Desk routinely and consistently collects and analyses data about the
percentage of Incidents and Service Requests that are resolved to end-users' satisfaction
during the initial call or electronic exchange between end-users and the Service Desk,
excluding the entitlement procedure.
Example
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Report Name First Level Incident Resolution and Request Fulfillment Rate SDI Reference 8.8
Report Description The Service Desk routinely and consistently collects and analyses the percentage of
Incidents and Service Requests that are resolved to the end-user's satisfaction at the
Service Desk without escalating to other support groups.
Example
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Report Name Re-Opened Incident Rate
SDI Reference 8.9
Report Description The Service Desk routinely and consistently collects data about the percentage of closed
Incidents and Service Requests subsequently reopened for additional follow-up.
Example
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Report Name Backlog Management SDI Reference 8.10
Report Description The Service Desk routinely and consistently collects data about the total number of open
Incidents or Service Requests compared to their age across all support groups.
Example
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Report Name Percentage of Hierarchic Escalations (Management Notification) SDI Reference 8.11
Report Description The Service Desk routinely and consistently collects data about the percentage of
Incidents or Service Requests escalated to management in order to avoid a developing
SLA breach.
Example
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Report Name Percentage of Functional Escalations (Re-Assignment)
SDI Reference 8.12
Report Description The Service Desk routinely and consistently collects data about the percentage of
Incidents, and Service or Change Requests that are transferred to a technical team with a
higher level of expertise in order to avoid an SLA breach developing and to monitor the
bounce rate between support groups.
Example
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Report Name Average Resolution Time by Priority SDI Reference 8.13
Report Description The Service Desk routinely and consistently collects data about the average length of time
taken to resolve Incidents analysed by their priority.
Example
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Report Name Average Resolution Time by Incident Category and Service Request Type
SDI Reference 8.14
Report Description The Service Desk routinely and consistently collects data about the average time required
to process/resolve an Incident or Service Request based on Incident category or Service
Request type.
Example
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Report Name Remote Control Monitoring Measured Against Goals SDI Reference 8.16
Report Description The Service Desk routinely and consistently collects data about the frequency that remote
control tools are used and compares the results to its goals.
Example
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Report Name Self-Logging Monitoring Measured Against Goals SDI Reference 8.17
Report Description The Service Desk routinely and consistently collects data about the percentage of
Incidents and Service Requests reported using self-logging channels and compares the
result to its goals.
Example
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Report Name Self-Help Monitoring Measured Against Goals SDI Reference 8.18
Report Description The Service Desk routinely and consistently collects data about the percentage of resolved
Incidents and fulfilled Service Requests that are assisted by self-help tools and compares
the result to its goals.
Example
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Report Name Knowledge Usage SDI Reference 8.19
Report Description The Service Desk collects and analyses data about the number of times Knowledge is used.
Example
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Report Name Quality of Knowledge and its Effectiveness SDI Reference 8.20
Report Description The Service Desk collects and analyses data about the quality and effectiveness of
Knowledge.
Example
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Report Name Monitoring Incidents Caused by Changes Measured Against Goals SDI Reference 8.21
Report Description The Service Desk routinely and consistently collects data about the percentage of Incidents
caused by Changes and compares the result to its goals.
Example
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Report Name Total and Average Cost of Service Delivery SDI Reference 8.22 and 8.24
Report Description The Service Desk routinely and consistently collects data about the total cost of running its
operation and can identify the cost of delivering service per customer.
Example
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Report Name Average Cost per Incident and Service Request by Channel (Method Received)
SDI Reference 8.23
Report Description The Service Desk routinely and consistently collects data about the relative cost of Service
Desk operations by channel i.e. telephone, email, live chat, SMS, social media, walk-in.
Example
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Report Name Average Cost per Incident and Service Request (Cost per Contact) SDI Reference 8.24
Report Description The Service Desk routinely and consistently collects data about the cost per Incident and
Service Request of the Service Desk's operations (including people, support infrastructures,
and overheads).
Example
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Report Name Event-Based Customer Satisfaction Measurement SDI Reference 8.29
Report Description An event-based customer satisfaction measurement procedure is in place to regularly assess
satisfaction associated with individual Incidents and Service Requests.
Example