Defining request-based service targets

Use request-based service targets to measure the time it takes to complete a process. For example, the time taken to resolve a service desk request from the time the request was submitted to the time it was resolved is the total time to accomplish the task. These service targets apply to service desk requests, incident requests, and change requests. 

For example, assume we have two sample goal types for a request-based service target. Their labels are Incident response time and Incident resolution time.

• Incident response time
  Refers to the time it takes for the support provider to respond to a request that has been submitted. Responding to an urgent service desk request within one hour of logging an incident request is an example of incident response time.
• Incident resolution time
  Refers to the time it takes for the support provider to resolve or finish working on the request. Resolving a critical service desk request within one hour of logging an incident request is an example of incident resolution time.

  The following table provides an example requirements for a service desk service target.

  Response time	Milestone	Priority	Resolution time	Milestone	Time allocation
  30 minutes	80% of the time allotted	Critical	1 hour	80% of the time allotted	24/7
  2 hours	80% of the time allotted	High	4 hours	80% of the time allotted	Business hours: 8-5, M-F
  4 hours	80% of the time allotted	Medium	8 hours	80% of the time allotted	Business hours: 8-5, M-F
  8 hours	100% of the time allotted	Low	16 hours	100% of the time allotted	Business hours: 8-5, M-F

The Service Target wizard allows you to define your service targets by specifying general information, goals and business schedules, measurement criteria, and milestones for the service target. 

The wizard contains four steps that allow you to input this information in both basic and advanced modes:

1. Defining general information for request-based service targets
2. Defining goals and business schedules for request-based service targets
3. Defining measurement criteria for request-based service targets
4. Defining milestones and actions for request-based service targets