Service request backlog

ITIL Service DeskMinimizePercentage

Definition

number of open service requests older than 28 days (or any other given time frame) relative to all open service requests.

Formula

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Use Case / Interpretation

It reflects the size of the backlog of old unsolved service requests.

Tags

service request, backlog, old, request

Metadata

Category: ITIL Service Desk · Added: May 17, 2026

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