DoIT - Desktop Incidents Resolved Requests into the DoIT Sparc system are either incident tickets (access requests, app changes, helpdesk) or service requests. Service requests are performed by the Desktop division of DoIT and include hardware adds/changes/moves. Service requests are assigned a priority level between 1-5 based on type of request. Each level has a service level agreement – how quick the DoIT Desktop team will complete tickets of that priority level. This metric calculates what percentage of our service request tickets are completed within the service level agreements established by DoIT.