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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.

Problem Management KPIs

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

KPI name

Description of graph content

Incidents Reported

This graph displays the number of registered incident requests with the Service Type set to User Service Restoration or Infrastructure Restoration

Problem Backlog

This graph displays the total number of problem investigations that do not have their Status field set to Closed

Problem Management Activity

This graph displays:

  • The number of new problems identified
  • The number of solved problems. That is, the number of problem investigations with their Status field set to Closed.

 

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Remedy Service Desk 20.02