Setting Targets for Scorecard Metrics

  • 1
  • Question
  • Updated 3 weeks ago
  • In Progress
Hi everyone, 

I am looking to come up with appropriate targets/ranges for the service now metric in my organization's current scorecard in the Customer 360.

We are unsure of the best way to define high risk, at risk, moderate risk, low risk, and no risk based on the number of service now tickets and types of service now tickets we've imported into Gainsight.

I came across the article below:

https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/Cost%20per%20Ticke...

What is best practice for defining targets based on service now data and how that impacts the overall health score?

Thanks,
Jasmine




Photo of Jasmine

Jasmine

  • 394 Points 250 badge 2x thumb

Posted 2 months ago

  • 1
Photo of Lila Meyer

Lila Meyer, Official Rep

  • 17,028 Points 10k badge 2x thumb
Hi Jasmine,

This is an older resource, but it gives you an idea of how we think about Support Risk.