SDI Standard for Performance Results Reporting

August 2013
SDI Standard for Performance Results Reporting for Sostenuto ITSM3

SDI Standard for Performance Results Reporting

Introduction
This document provides a definition listing of the Sostenuto ITSM3 SDI Standard for Performance Results Report pack which has been certified by the Service Desk Institute (SDI) as meeting their Service Desk best practice metrics. These reports are compatible with Sostenuto ITSM3 v6 and above as standard, with customers on previous versions requiring consultation to ensure the correct data is available to drive the reports and provide accurate metrics.

Metric Quick Reference

Number of Incidents and Service Requests .................................................................................................. 3 Average Time to Respond............................................................................................................................. 4 Abandon Rate ............................................................................................................................................... 5 Average Time Taken to Resolve Incidents or Fulfill Service Requests ........................................................ 6 First Contact Resolution Rate ....................................................................................................................... 7 First Level Incident Resolution and Request Fulfillment Rate ...................................................................... 8 Re-opened Incident Rate .............................................................................................................................. 9 Backlog Management.................................................................................................................................. 10 Percentage of Hierarchic Escalations (Management Notification) .............................................................. 11 Percentage of Functional Escalations (Re-Assignment) ............................................................................. 12 Average Resolution Time by Priority ........................................................................................................... 13 Average Resolution Time by Incident Category and Service Request Type .............................................. 14 Remote Control Monitoring Measured Against Goals ................................................................................. 15 Self-Logging Monitoring Measured Against Goals ...................................................................................... 16 Self-Help Monitoring Measured Against Goals ........................................................................................... 17 Knowledge Usage ....................................................................................................................................... 18 Quality of Knowledge and its Effectiveness ................................................................................................ 19 Monitoring Incidents Caused by Changes Measured Against Goals .......................................................... 20 Total and Average Cost of Service Delivery ............................................................................................... 21 Average Cost per Incident and Service Request by Channel (Method Received) ..................................... 22 Average Cost per Incident and Service Request (Cost per Contact) ......................................................... 23 Event-Based Customer Satisfaction Measurement .................................................................................... 24

Report Definition
Report Name
SDI Reference Report Description

Number of Incidents and Service Requests

8.3 The number of Incidents and Service Requests reported to the Service Desk by channel (phone, e-mail, user logging, live chat, SMS, social media etc.) is monitored, managed and measured routinely and consistently.

Example

Report Name
SDI Reference Report Description

Average Time to Respond

8.4 The Service Desk routinely and consistently collects and analyses the average time it takes to respond to an Incident or Service Request by channel or method (i.e. phone, e-mail, selflogging, live chat, SMS, social media).

Example

Report Name
SDI Reference Report Description

Abandon rate
8.5 The Service Desk routinely and consistently collects and analyses data about the percentage of user telephone calls that are terminated prior to establishing contact with a support analyst.

Example

Report Name
SDI Reference Report Description

Average Time Taken to Resolve Incidents or Fulfill Service Requests

8.6 The Service Desk routinely and consistently collects data about the average time taken to resolve Incidents and Service Requests and compares it to its goals. The goals/objectives detailed in the Service Level Agreement (SLA).

Example

Report Name
SDI Reference Report Description

First Contact Resolution Rate

8.7 The Service Desk routinely and consistently collects and analyses data about the percentage of Incidents and Service Requests that are resolved to end-users' satisfaction during the initial call or electronic exchange between end-users and the Service Desk, excluding the entitlement procedure.

Example

Report Name
SDI Reference Report Description

First Level Incident Resolution and Request Fulfillment Rate

8.8 The Service Desk routinely and consistently collects and analyses the percentage of Incidents and Service Requests that are resolved to the end-user's satisfaction at the Service Desk without escalating to other support groups.

Example

Report Name
SDI Reference Report Description

Re-Opened Incident Rate

8.9 The Service Desk routinely and consistently collects data about the percentage of closed Incidents and Service Requests subsequently reopened for additional follow-up.

Example

Report Name
SDI Reference Report Description

Backlog Management
8.10 The Service Desk routinely and consistently collects data about the total number of open Incidents or Service Requests compared to their age across all support groups.

Example

10

Report Name
SDI Reference Report Description

Percentage of Hierarchic Escalations (Management Notification)

8.11 The Service Desk routinely and consistently collects data about the percentage of Incidents or Service Requests escalated to management in order to avoid a developing SLA breach.

Example

11

Report Name SDI Reference Report Description

Percentage of Functional Escalations (Re-Assignment) 8.12 The Service Desk routinely and consistently collects data about the percentage of Incidents, and Service or Change Requests that are transferred to a technical team with a higher level of expertise in order to avoid an SLA breach developing and to monitor the bounce rate between support groups.

Example

12

Report Name
SDI Reference Report Description

Average Resolution Time by Priority

8.13 The Service Desk routinely and consistently collects data about the average length of time taken to resolve Incidents analysed by their priority.

Example

13

Report Name
SDI Reference Report Description

Average Resolution Time by Incident Category and Service Request Type

8.14 The Service Desk routinely and consistently collects data about the average time required to process/resolve an Incident or Service Request based on Incident category or Service Request type.

Example

14

Report Name
SDI Reference Report Description

Remote Control Monitoring Measured Against Goals

8.16 The Service Desk routinely and consistently collects data about the frequency that remote control tools are used and compares the results to its goals.

Example

15

Report Name
SDI Reference Report Description

Self-Logging Monitoring Measured Against Goals

8.17 The Service Desk routinely and consistently collects data about the percentage of Incidents and Service Requests reported using self-logging channels and compares the result to its goals.

Example

16

Report Name
SDI Reference Report Description

Self-Help Monitoring Measured Against Goals

8.18 The Service Desk routinely and consistently collects data about the percentage of resolved Incidents and fulfilled Service Requests that are assisted by self-help tools and compares the result to its goals.

Example

17

Report Name
SDI Reference Report Description Example

Knowledge Usage
8.19 The Service Desk collects and analyses data about the number of times Knowledge is used.

18

Report Name
SDI Reference Report Description

Quality of Knowledge and its Effectiveness

8.20 The Service Desk collects and analyses data about the quality and effectiveness of Knowledge.

Example

19

Report Name
SDI Reference Report Description

Monitoring Incidents Caused by Changes Measured Against Goals

8.21 The Service Desk routinely and consistently collects data about the percentage of Incidents caused by Changes and compares the result to its goals.

Example

20

Report Name
SDI Reference Report Description

Total and Average Cost of Service Delivery

8.22 and 8.24 The Service Desk routinely and consistently collects data about the total cost of running its operation and can identify the cost of delivering service per customer.

Example

21

Report Name
SDI Reference Report Description

Average Cost per Incident and Service Request by Channel (Method Received)
8.23 The Service Desk routinely and consistently collects data about the relative cost of Service Desk operations by channel i.e. telephone, email, live chat, SMS, social media, walk-in.

Example

22

Report Name
SDI Reference Report Description

Average Cost per Incident and Service Request (Cost per Contact)
8.24 The Service Desk routinely and consistently collects data about the cost per Incident and Service Request of the Service Desk's operations (including people, support infrastructures, and overheads).

Example

23

Report Name
SDI Reference Report Description

Event-Based Customer Satisfaction Measurement

8.29 An event-based customer satisfaction measurement procedure is in place to regularly assess satisfaction associated with individual Incidents and Service Requests.

Example

24