What is a common metric for evaluating user requests in ITSM?

The average time to fulfill a request is a critical metric in IT Service Management (ITSM) because it directly measures the efficiency and effectiveness of the service delivery process. This metric provides insights into how quickly users are receiving the support they need, which is essential for maintaining high levels of customer satisfaction and service reliability. Monitoring this average time helps organizations identify bottlenecks in their request fulfillment processes, enabling them to make improvements and optimize resources accordingly.

By focusing on the average time to fulfill requests, IT departments can ensure that services are being delivered promptly and that user expectations are met. This, in turn, facilitates a better user experience and can contribute to overall organizational productivity. Other metrics, while useful in their own right, do not specifically capture the responsiveness of the IT service team to user requests as effectively as this one.