Metrics Description: How This Result Was Calculated

Metric: Average Resolution Time of Service Requests

Description: This measurement calculates the average resolution time of service requests that were closed within the given period.

Unit: Hours

Prerequisite for a valid measurement: Please validate that the assumptions below are confirmed in your SysAid installation. If not, use the filter builder to align your local calculation to the measurement assumptions.

Measurement assumptions:

• All service requests represent incidents.
• For this measurement, an incident qualifies as an unplanned interruption to an IT service or a reduction in the quality of an IT service.
• Period: The note under the Worldwide Distribution Chart in your local installation will indicate which period of time has been calculated.
• The calculation of the resolution time (R.T.) uses the Field Timer 1.
• Timer 1: By default in the initial installation, the timer is named “Time to Repair” and is set to calculate the amount of time the incident is open until it is closed. For detailed information, see Settings under Preferences –> Helpdesk Settings –> Timers.
• The time counted is based on your operating hours. The default SysAid installation comes with 24 hours. For detailed information, see Settings under Preferences –> Helpdesk Settings –> Operating Hours.
• Closed: All incidents that in a Closed class. For detailed information, see Settings under Preferences –> Customize –> Customized Lists –> Statuses.

Measurement calculation: Average Resolution Time N.A.R.T. = [ Σ R.T.(i) ] / N i=1 A.R.T. = Average resolution time in hours i = one of the incidents N = total number of closed incidents within the given period Sample values: 10, 90, 200.5, 200

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