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Ideas for implementing SD 5.0 Helpdesk Metrics

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Hasim.Baba
Honored Contributor.

Ideas for implementing SD 5.0 Helpdesk Metrics

Hi,

I am looking for ideas / suggestions to put certain business service under SLM. For example we have a IT Service desk group in our organization which provides services like desktop support, software installations etc. The way we monitor its compliance currrently is by calculating the resolution time of the service calls logged by users and SLA is generally measured by the time taken to resolve the call (not very well defined)

Now, I have defined a service called Desktop support as business service which uses some Virtual CIs I made (Keyboard , monitor , mouse etc).. Since I cannot monitor these CIs using a monitor tool to derive a metric value to compare it with value which is my SLO for that metric, I would have to use Heldesk metrics for measuring this business service. I see the following Helpdesk metric defination available to me by default :

Availability / Service calls / Service Hours
Average Pickup Time / Service calls
Availability / Incidents / Service Hours
Availability / Service calls and Incidents / Service Hours
Availability / Servcie calls / Calendar Hours
Availability / Incidents / Calendar Hours
Availability / Service calls and Incidents / Calendar Hours
Average Pickup Time / Incidents
Average Pickup Time / Service calls and Incidents
Average Solution Time / Service calls
Average Solution Time / Incidents
Average Solution Time / Service calls and Incidents
MTBF / Service calls / Service Hours
MTBF / Incidents / Service Hours
MTBF / Service calls and Incidents / Service Hours
MTBF / Service calls / Calendar Hours
MTBF / Incidents / Calendar Hours
MTBF / Service calls and Incidents / Calendar Hours
MTTR / Service calls / Service Hours
MTTR / Incidents / Service Hours
MTTR / Service calls and Incidents / Service Hours
MTTR / Service calls / Calendar Hours
MTTR / Incidents / Calendar Hours
MTTR / Service calls and Incidents / Calendar Hours
Number of calls over deadline / Service calls
Number of calls over deadline / Incidents
Number of calls over deadline / Service calls and Incidents
Number of calls over duration / Service calls
Number of calls over duration / Incidents
Number of calls over duration / Service calls and Incidents
Number of outages / Service calls
Number of outages / Incidents
Number of outages / Service calls and Incidents
Percentage of calls resolved withing deadline / Service calls
Percentage of calls resolved withing deadline / Service calls and Incidents
Percentage of calls resolved withing deadline / Incidents

Some of them look useful, like the Solution time. Would it make sense to use some of these for compliance ? or should i continue to use the current model of using the deadline crossed to be used for reporting the SLA violations. Thanks for any feedback or suggestions.

Another related question I have for OVOW - SD Integration... Incidents coming from OVOW should ideally have the "service" in it.. which seems to be missing.. So would it make sense to map service in OVOW to service in SD if I add the mapping for service in ovow event mapping ? Also, since Service Navigator is not available for OVOW , is there any way I can use have it work with the Service tree of OVOW for real time status of CIs / Services.. I think i saw a presentation on how this can be done by scheduling the copy of services xml file.. IF somebody has that ppt , please post it

Thanks n Regards,
HSB