Percent of incidents bypassing the support desk

Definition

On occasion incidents are recorded by third-parties and other internal organizations and not the support desk or equivalent responsibility. There is a risk the support desk (help Desk or service desk) is bypassed and lack current information on the incidents involved. This measure provides two useful insights: the extent to which it is occurring and whether it is legitimate, and if as planned the degree of added efficiency in processing incidents. Source: <a href='http://www.servicemanageme

Formula

Tags

risk, incident, efficiency, support, management, planning

Metadata

Category: USM540 Service Incident Management · Added: May 17, 2026