| % Change in Opened RITMs Since Last Month |
Percentage change in Request Items opened between last month and current month. |
[Opened Request Items since Last Month] / [Opened Request Items Last Month]
|
0-100 |
| Avg Age (Days) |
Average time for which the Request Items are unresolved.
|
[Sum of Request Item Age (Days)] / [Opened Request Items]
|
0 or >0 |
| Avg Days since Last Update |
Average number of days that have elapsed since the last time the Request Item was updated. |
[Request Item Days since Last Update] / [Request Item Backlog]
|
>0 |
| Avg Overdue RITMs |
Average number of Request Items that are past their due date |
Avg([Opened Request Items])<[Over Due]> |
>=0 |
| Avg RITM Open to Close Duration (Days) |
The average of the total number of days between the date a Request Item was Opened and the date it was Closed.
|
[Sum of Request Item Open to Close Duration (Days)] / [Closed Request Items]
|
>0, Closer to 0 is ideal |
| Avg RITM Overdue Duration (Days)
|
Average
time over and above the due date/Duration for request items for
the selected period.
|
Sum(([Overdue Duration] / 86400))<[Over Due];@2;->{~+}
|
>=0 |
| Business Duration (Days) |
Displays the total time taken by a Request Item |
Sum(([Business Duration] / 86400)){~+}
|
>=0 |
| Closed Request Items Met All SLAs % |
Total number of closed Request Items that have met all SLAs |
[Closed Request Items Met All SLAs] / [Closed Request Items] |
0-100 |
| Closed RITM Business Duration (Days) |
Displays the total time taken by a closed Request Item |
Sum (([Closed Request Item Business Duration] / 86400)){~+}
|
>=0 |
| Closed RITM Cost |
Product of the quantity of closed Request Items and price per Request Item.
|
[Closed Request Item Price] * [Closed Request Item Quantity]
|
>=0 |
| Closed RITM Price |
Total price of closed Request Items. |
[Sum of Closed Request Item Price] / [Closed Request Items]
|
>=0 |
| Closed RITM Quantity |
Count of closed Request Items. |
Sum ([Closed Request Item Quantity]){~+}
|
>=0 |
| Closed RITM Reassignment Count |
Reassignment count for closed Request Items. |
Sum ([Closed Request Item Reassignment Count]){~+}
|
>=0 |
| Closed RITMs |
The total number of Request Items closed in a period of time. Closed Request Items mark the final status in the life cycle of a Request Item.
|
Count ([Closed Request Items]){~+}
|
>=0 |
| Days Since Last Update |
For Open Tasks, the number of days between today and last updated date. |
Sum (([Dormancy Age] / 86400))<[Backlog];@2;->{~+}
|
>0 |
| Max of Closed RITM Reassignments |
The maximum number of reassignments among closed RITMs. |
Max ([Closed Request Item Reassignment Count]){~+}
|
0 or >0 |
| Max of Open to Close Duration (Days) |
Maximum value for Open to Close duration across all Request Items. |
Min ([Open To Close Duration]) / 86400{~+}
|
0 or >0 |
| Max of Opened RITM Reassignments |
The maximum number of reassignments among opened RITMs. |
Min ([Opened Request Item Reassignment Count]){~+}
|
0 or >0 |
| Min of Closed RITM Reassignments |
The minimum number of reassignments among closed RITMs. |
Min ([Closed Request Item Reassignment Count]){~+}
|
0 or >0 |
| Min of Open to Close Duration (Days) |
Minimum value for Open to Close duration across all Request Items |
Min ([Open To Close Duration]) / 86400{~+}
|
0 or >0 |
| Min of Opened RITM Reassignments |
The minimum number of reassignments among opened RITMs. |
Min ([Opened Request Item Reassignment Count]){~+}
|
0 or >0 |
| Open to Close Duration (Days) |
Shows the number of days between the date a Request Item was Opened and Closed.
|
Sum (([Open To Close Duration] / 86400)){~+}
|
0 or >0 |
| Opened RITM Cost |
Product of the quantity of open Request Items and price per Request Item. |
[Opened Request Item Price] * [Opened Request Item Quantity]
|
0 or >0 |
| Opened RITM Price |
Total price of opened Request Items. |
[Sum of Opened Request Item Price] / [Opened Request Items]
|
>=0 |
| Opened RITM Quantity |
Count of closed Request Items |
Sum ([Opened Request Item Quantity]){~+}
|
>=0 |
| Opened RITM Reassignment Count |
The number of times a Request Item has been reassigned.
|
Sum ([Opened Request Item Reassignment Count]){~+}
|
>=0 |
| Opened RITMs |
The total number of Request Items raised (opened) in a period of time.
|
Count ([Opened Request Items]){~+}
|
>=0 |
| Overdue Duration (Days) |
Number of days since an Open Request Item crossed the due date. |
Sum (([Overdue Duration] / 86400))<[Over Due];@2;->{~+}
|
0 or >0 |
| Overdue RITMs |
Overdue Request Items are the Opened Request Items that have crossed the Overdue Date.
|
Count ([Opened Request Items])<[Over Due];@2;->{~+}
|
>=0 |
| Reassigned % |
Percentage of the Reassigned Request Items is the ratio between the number of the Reassigned Request Items as compared with the number of the Closed Request Items.
|
[Closed Request Item Reassignment Count] / [Closed Request Items]
|
0-100 |
| Request Item Backlog % |
Percentage of Request Items that are in the Backlog as compared to the total assigned Request Items
|
[Request Item Backlog] / [Total Assigned Request Items] |
>=0 |
| Request Item Resolution % |
Percentage of Closed Request Items as compared to the total assigned Request Items |
[Closed Request Items] / [Total Assigned Request Items] |
>=0 |
| RITM Backlog |
The number of Open Request Items that are pending resolution as of a specific point in time, such as the end of the working day. By default, this metric includes all Request Items not yet resolved or closed as of the last data refresh.
|
Count ([Opened Request Items])<[Backlog]> |
>=0 |
Expand this link to view the Request Item iCube attributes: