What is the difference between the targets?

The Service Desk is monitored on 3 different targets which the criteria can be set in the system. Please refer to the article ‘Where do we set our Targets?’

The First Response Target is the time between the issue being logged and this being accepted/rejected.

The Update Target is the time between the issue being logged and the first real update. This can be defined as emailing the issue details, assigning to a contractor for work or quotes or logging a progress update.

The Resolution Target is the time between the issue being logged and the issue being completed.

When an issue is logged there is two drop-down fields ‘Update Target’ and ‘Resolution Target’. This is where you will set the priority of the target which will then determine how long you get to hit these targets.