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This documentation supports the 20.02 version of Remedy Service Desk.To view an earlier version, select the version from the Product version menu.

Incident Management KPIs

The following table lists and describes the incident management key performance indicators:

KPI name

Description of graph content

Incidents Resolved

This graph displays:

  • The number of closed incident requests with the Service Type field set to User Service Restoration and that were resolved without escalations
  • The total number of closed incidents

Rejected Solutions

This graph displays:

  • The number of times that an incident request was reopened because its solution was not accepted
  • The total number of resolved incident requests

Incident Backlog

This graph displays the number of incident requests that do not yet have their Status field set to Resolved, Closed, or Canceled.

Service Desk Resolutions

This graph displays:

  • The number of incident requests that were both registered and resolved at the service desk without assistance from another group
  • The total number of incident requests registered by service desk analysts

 

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Remedy Service Desk 20.02