What is 'Created vs. Solved Incidents - Last 3 Months' in SAP SRD-CC-ITS - CRO14-IT SAM?

Created vs. Solved Incidents - Last 3 Months - Overview

• Component: SRD-CC-ITS

• Component Name: CRO14-IT SAM

• Description: A report that shows a comparison of created versus solved incidents in the last 3 months.

Created vs. Solved Incidents - Last 3 Months - Details

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  Key Concepts: 
  Created vs. Solved Incidents - Last 3 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 and solved within a three-month period. It is used to assess the efficiency of the SRD in resolving customer issues and to identify areas for improvement.
  
  How to use it: 
  The Created vs. Solved Incidents - Last 3 Months metric is used to measure the performance of the SRD in resolving customer incidents. The metric is calculated by taking the total number of incidents created within a three-month period and subtracting the total number of incidents solved within that same period. The resulting number is then divided by the total number of incidents created within that period, giving an overall percentage of incidents solved.
  
  Tips & Tricks: 
  When using this metric, it is important to consider other factors that may affect the results, such as the complexity of the incident or the availability of resources. Additionally, it is important to compare this metric with other metrics, such as response time or customer satisfaction, in order to get a more comprehensive view of SRD performance.
  
  Related Information: 
  This metric is part of the SRD-CC-ITS CRO14-IT SAM component, which is a set of metrics used to measure and monitor the performance of SAP