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Request Fulfillment Management Module
Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value.
 
KPIs
 

The ITIL Request Fulfillment Management Module includes 25 KPIs that help you take control over your Service Requests.

All Metrics / KPIs are created by industry experts and consultants working within ITpreneurs' ecosystem. What this means for you? It means that the KPIs available in the Module are SMART: specific, measurable, achievable, result oriented and time-bound.

The following IT KPIs are included in the Request Fulfillment Management Module:

Service Requests Created Percentage Service Requests Resolved within Target
Average Service Request Create to Resolve Duration Percentage Service Requests Auto Generated
Percentage Service Requests Caused by Changes Percentage Service Requests Caused by Data Integrity Issues
Percentage Service Requests Caused by Virus Percentage Service Requests Dispatched
Percentage Service Requests Linked to Lack of Training Percentage Service Requests Received by Email
Percentage Service Requests Received by Telephone Percentage Service Requests Resolved by First Level Support
Average Service Request Resolve to Close Duration Average Service Request Cost
Percentage of Calls converted to Service Requests Percentage of Service Requests Resolved on Initial Contact
Percentage of Service Requests Resolved by Second Level Support Percentage of Service Requests Resolved by Third Level Support
Percentage of Service Requests Resolved by Knowledge Base Percentage of Service Requests Escalated
Percentage of Service Requests Misrouted Percentage of Service Requests Reopened
Percentage of Service Requests Void Percentage of Service Requests requiring Onsite Support
Percentage of Duplicate Service Requests

Click here if you would like to see an example of the 'meta' information that is available for every KPI