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S09 - Percent of Service Requests Fulfilled within Stated Timeframes (SLA)

This report shows how many service requests were fulfilled within the period of time specified by the service level agreement (SLA).

Usage

Use this report to assess how well the service desk is doing in meeting its service-level commitments. This key performance indicator (KPI) is useful for an executive-level audience.

Report assumptions

  • The report considers service requests with attached SLAs and the number of service requests that have an SLA status of Within the Service Target.
  • The percentage is based upon the following formula:

    100 × (Count of service requests with SLA met / Count of service requests with SLA attached)

 

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BMC Analytics for BSM 8.1.00