Average Age of Open/Active Incidents and Requests at Your Help Desk

Use this package to determine how long incidents and requests are remaining open and the average rating from from callers who opened those tickets. This tickets sends out surveys to callers with tickets aged over 3 weeks to try to gauge their level of satisfaction with the service rendered. The report maps the ticket age against the satisfaction score to highlight areas of concern within a service management practice. The goal is to help IT track the bad with the good.

Included:

• Process & Data Flow Diagrams
• Implementation Epics, Features, and Stories
• Test Cases with Success Criteria
• Capabilities Workbook (What to Expect)

Requirements:

• ServiceNow platform
• ServiceNow service portal

Release Notes:

• New

* Use this package to track the average age of open/active incidents and request assigned to managers and owners of assignment groups. Also track customer response against those aged tickets.

Update Set Available?: Yes (for additional fee)
Update Set Compatible With: San Diego
Consulting Hours Available for Purchase: Yes