What metric is commonly used to evaluate the resolution time in ServiceNow HR?

In ServiceNow HR, a variety of metrics can be utilized to evaluate the resolution time for cases, and one such comprehensive measure includes the "Create to resolve duration." This metric specifically tracks the time taken from when a case is created until it is resolved, providing a clear overview of the efficiency and responsiveness of the HR service process.

The first call resolution metric is also significant, as it indicates how effectively issues are resolved on the initial contact. This not only reflects the efficiency of the HR personnel but also shapes the overall customer satisfaction experienced by the employees seeking resolution.

Open case metrics monitor the number of active cases at a given time, which can also provide insights into the workload and overall performance of the HR team.

While each metric focuses on different aspects of case resolution, they collectively contribute to a more comprehensive understanding of resolution time and effectiveness within ServiceNow HR services. Therefore, considering all these metrics together allows for a broader evaluation of HR service performance, leading to more informed decision-making and strategies for improvement.