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Service Metrics - August 2010 to July 2011

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Incident - an event which causes, or may cause, an interruption to, or reduction in the quality of service.

Service Request - a standard pre-approved change to a service e.g. quota increase.

KPI – is a key performance indicator which defines and measures progress toward specified goals.

HEAT - The call management tool used by ITS to log calls and manage workflow. This is the tool within which "tickets" are raised.

Mitel ACD - Automatic Call Distribution software provided by Mitel which distributes telephone calls to available Service Desk Staff.

Service - Any of the services provided by ITS which are logged via the Service Desk. There are exceptions e.g. Audio Visual Services. Details for individual services can be found here.