Assessment References

When referring to customer support workloads, many support departments define their performance based on very objective and simple statistics, such as:

number of Incident logged
number of Incident closed
number of Incident open at the end of a period
number of Incident resolved within a defined period.

However, best practice qualitative measures for a Service Desk in any given period include: number and type of customer-reported Incident number of business Problems identified for resolution, based on the Incident/request rate number of requested, planned and scheduled Changes. In a Service Management framework these request types are specifically defined and managed as individual processes.

Source: ITIL Service Management, Section 4.4.13