Percentage of service requests where tools were utilized by service engineers

KPI Definition

Open Service Requests represent a key performance indicator (KPI) utilized within the service industry to quantify the number or proportion of service requests that have been initiated by customers or clients but have yet to be resolved or closed within a designated period. This metric serves as a critical measure of the workload and backlog within the service operation, reflecting the volume of outstanding customer issues or inquiries awaiting resolution

Business Value

This metric is important for service managers to keep a track of open service requests that need to be attended to at their respective prioirity