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 Service Request Management KPIs are provided out of the box, and you can use these KPIs to create reports.
KPI name | Description | Dimension 1 | Dimension 2 | Dimension 3 | Dimension 4 | Flashboard Variable |
|---|---|---|---|---|---|---|
Service Requests With SLA Attached | Volume of service requests with a defined service level agreement (SLA) | Priority | Assigned Group | Company |
| SRS:REQ:Service_Requests_With_SLA_Attached |
Service Request Within SLA | Volume of service requests completed within the defined SLA. | Priority | Assigned Group | Company |
| SRS:REQ:Service_Requests_Within_SLA |
Service Request Breached SLA | Volume of service requests that have breached their defined SLA. | Priority | Assigned Group | Company |
| SRS:REQ:Service_Requests_Breached_SLA |
Percent of Service Requests fulfilled within SLA | The percentage of the service requests completed with the defined SLA. | Priority | Assigned Group | Company |
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