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ITSM Success Dashboard indicators KPI definitions and formulas › Explore › ITSM Success Dashboard indicators › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Service Quality

Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues.

  • Customer Satisfaction Score:Calculated from the daily average score of the surveys conducted after an issue was resolved through a ticket or through virtual agent.
  • Mean-time to resolve: Calculated from the daily average of the time between the ticket creation and ticket closure.
  • % Breached SLAs: Calculated from the daily average number of issues that were closed after having breached an SLA.
  • % First assignment resolution: Calculated as the percentage of tickets that were resolved without having to reassign the ticket to a different group.
  • % Reopened tickets: Calculated from the percentage of resolved tickets that were reopened during a specified period.

Parent Topic:ITSM Success Dashboard indicators KPI definitions and formulas