Setting Targets for Scorecard Metrics

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%2520Articles/Cost%2520per%2520Ticke...

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

Thanks,
Jasmine