This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite .

Out-of-the-box SRM KPIs

With the Service Request Management KPI reports, you can view key service request reports to calculate performance. The reports can be based on any, all, or none of the four dimensions listed below.

The following SRM KPIs are provided out of the box, and you can use these KPIs to create reports.

KPI nameDescriptionDimension 1Dimension 2Dimension 3Dimension 4Flashboard Variable
Service Requests With SLA Attached

Volume of service requests with a defined service level agreement (SLA)

PriorityAssigned Group Company SRS:REQ:Service_Requests_With_SLA_Attached
Service Request Within SLA

Volume of service requests completed within the defined SLA.

PriorityAssigned Group Company SRS:REQ:Service_Requests_Within_SLA
Service Request Breached SLA

Volume of service requests that have breached their defined SLA.

PriorityAssigned Group Company SRS:REQ:Service_Requests_Breached_SLA
Percent of Service Requests fulfilled within SLAThe percentage of the service requests completed with the defined SLA.PriorityAssigned GroupCompany  
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