Service Desk and the Art of Metric Reporting

Now more than ever, Service Desks are the first responders to our day-to-day technology needs. As millions of employees continue to work remotely, Service Desks face an unprecedented amount of requests from employees who are still growing accustomed to working outside a traditional office. With growing submission rates, it is imperative for Service Desk Managers to be able to track key metrics in order to ensure the best service for their end users. 

Cue the art of Metric reporting. The ServiceNow Platform offers pre-configured Metrics along with the ability to modify or create your own, providing key data needed for valuable reporting. Metric Definitions are configured based on field durations or script calculations to generate Metric Instances that are used as a source for reporting.  

For today’s blog, I’ll be sharing some of the most important Metric Definitions and Reports for Service Desk teams. Use the following to analyze the effectiveness of your Service Desk and identify potential areas for growth. 

First Call Resolution 

Many calls to a Service Desk can be resolved during that initial interaction. Whether it be a password reset or walking the user through a multi-step process, it is important for Service Desk Managers to know the proportion of First Call Resolutions to the total number of calls received.  

First Call Resolution Metric 

The First Call Resolution Metric Definition comes pre-configured in each ServiceNow InstanceSimplified, if an Incident is inactive and has an update count of zero a Metric Instance is created with a value of True, otherwise it has a value of False. It is helpful to note that logic in the script ensures only one Metric Instance is created per Incident.  

For many this is sufficient as-is; others may decide to update when the script returns a value of True. For example, it could be modified for Incidents where the update count is zero and state is ‘Resolved’. The flexibility in configuring Metric Definitions ensures First Call Resolution can be reported based on the business’ needs.

First Call Resolution Report 

Table: Metric [metric_instance] 

Grouped by: Value 

Conditions: Definition is First Call Resolution

Same Day Fulfillment 

Incident only covers one of the Task types that the Service Desk addresses. Service Catalog Requests are also a huge part of their day-to-day responsibility. Creating a new Metric Definition to track Requested Items that are fulfilled the day they are opened gives Service Desk Managers an additional way to report on their team’s turnaround time. 

Same Day Fulfillment Metric 

Although there is not an out of the box Metric Definition to measure Same Day Fulfillment, an admin can create one similar to ‘First Call Resolution’ by following the example below. If a Requested Item is inactive and was created on the same day it was completed, a Metric Instance is created with a value of True, otherwise it has a value of False. Just like with the First Call Resolution Metric, the script ensures only one Metric Instance is created per Incident.


Same Day Fulfillment Report

Table: Metric [metric_instance] 

Grouped by: Value 

Conditions: Definition is Same Day Fulfillment 

Service Desk Queue Duration 

Not every call can be resolved immediately nor by the Service Desk alone. Duration of an Incident only gives part of the picture, as it does not identify the amount of time it was in the care of Service Desk staff. Using a pre-configured Assignment Group Metric, Service Desk Managers can report on the average duration an Incident is in the Service Desk queue. 

Assignment Group Metric 

Unlike the others, the ‘Assignment Group’ Metric Definition creates multiple Metric Instances per Incident, one for each time the Assignment Group is changed. They store what group was in the Assignment Group field and how long it was assigned to them. The duration for the last group assigned to an Incident is determined by when it was assigned and when the Incident became inactive. 
Queue Duration Reports 

Table: Metric [metric_instance] 

Type: Trend 

Grouped by: None 

Trend by: Created per Month 

Aggregation: Average Duration 

Conditions: Definition is Assignment Group 

Calculation Complete is True 

Value is Service Desk 

By using the Metric Reports listed above, Service Desk Managers can more closely track the efficiency and effectiveness of their Service Desk team, as well as track performance over time. The information Metric Instances provide can also be used to highlight repeated roadblocks in the Service Desk team’s ability to quickly resolve end user requests. Try these for yourself today to see where Metric Reporting can take you.