I recently had a question regarding the inclusion of Service Requests into metrics for First Call Resolution. As always, the answer is “it depends”! ITIL now treats Service Requests and Incidents as two different processes – Service Request Fulfillment and Incident Management. Both are generally logged into the same tool and owned by the Service Desk. They are also measured by their own key performance indicators and metrics. ITIL does not consider first call resolution as a process metric - it is more of a service desk performance measurement. First call resolution historically helps measure the handling of incidents by the Service Desk. The definition of an incident is usually pretty clear. However, since the definition of a service request can vary greatly from organization to organization, the value of including requests in incident metrics may also vary. If your definition of a service request includes pre-authorization and funding, then the Service Desk’s ability t