Help Desk - Internal Service Request Summary

Description

Analyses built using this subject area enable internal help desk managers to obtain a complete picture of help desk request performance. SR compliance analysis delivers a comprehensive view of SR milestone attainments and compliance. Help Desk managers can gain visibility into the diverse factors affecting compliance, identify patterns for a better understanding of this key area of service performance, and take corrective action. Managers can also understand agent usages of knowledge articles in requests and their impact for faster help desk request issue resolutions.

Business Questions

This subject area can answer the following business questions:

• What is the impact of linking knowledge articles to Help Desk Requests? Has it led to reduced Request resolution times and reopenings?

• What Request categories have a higher percentage of non-compliant Help Desk Requests open?

• Where are the outliers when it comes to compliance?

• What is the incidence of agents linking knowledge articles to Help Desk Requests?

Job Roles

The following job roles secure access to this subject area:

• Internal Help Desk Administrator

• Internal Help Desk Agent

• Internal Help Desk Manager

Duty Roles

The following duty roles secure access to this subject area:

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Agent Transaction Analysis Duty

• Internal Help Desk Manager Transaction Analysis Duty

Primary Navigation

Navigator > Help Desk > Help Desk Requests

Time Reporting

This subject area reports historical data.

Time dimension is linked to Help Desk - Internal Service Request Summary. "Request Secondary Dates"."Open Date" or Help Desk - Internal Service Request Summary. "Request Secondary Dates"."Close Date" or Help Desk - Internal Service Request Summary. "Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

Internal Help Desk Request

Special Considerations

1. Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Aggregate Service Requests 2. Refresh Service Categories for Reporting 3. Refresh Denormalized Product Catalog Table for BI 4.Reporting Hierarchy Generation 2. Use the 'Internal Help Desk Request Summary' dimension while reporting off of any of the summry metrics.