Service Metrics - Current Metrics
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Monthly Demand
Communication Method
Calls by Service
Calls by Type
Customer Feedback
Telephone Metrics
Email Metrics
Resolved at Service Desk
Resolved by All Teams
Call Reassignment
Definitions
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.
Service-now - 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.
re exceptions e.g. Audio Visual Services. Details for individual services can be found here.