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

5

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

6

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

9

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

10

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

11

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

14

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

19

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

20

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

21

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