What is Created vs. Solved Incidents - Last 12 Months in SAP SRD-CC-ITS - CRO14-IT SAM?

SAP Term: Created vs. Solved Incidents - Last 12 Months

• Component: SRD-CC-ITS

• Component Name: CRO14-IT SAM

• Description: A report that shows a comparison of created versus solved incidents in the last 12 months.

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• Key Concepts: 
  Created vs. Solved Incidents - Last 12 Months is a metric used to measure the performance of the SAP Service Request Desk (SRD) in resolving customer incidents. The metric measures the number of incidents created in the last 12 months, as well as the number of incidents solved in the same period. This metric is used to assess the efficiency of the SRD in resolving customer issues. 
  
  How to use it: 
  The Created vs. Solved Incidents - Last 12 Months metric can be used to measure the performance of the SRD in resolving customer incidents. The metric is calculated by taking the total number of incidents created in the last 12 months and subtracting from it the total number of incidents solved in the same period. The resulting figure gives an indication of how well the SRD is performing in resolving customer issues. 
  
  Tips & Tricks: 
  When using this metric, it is important to consider other factors that may affect its accuracy, such as the complexity of the incidents and any delays caused by external factors. It is also important to ensure that all incidents are properly logged and tracked so that they can be accurately counted when calculating this metric. 
  
  Related Information: 
  This metric is part of a larger set of metrics used to measure the performance of SAP Service Request Desk (SRD). Other metrics include Average Resolution Time, Number of Escalations, and Number of Reopened Incidents. These metrics can be used together to get a more comprehensive view of how well the SRD is performing in resolving customer issues.