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ASL & BiSL | Information Technology


KPIs in ‘ASL & BiSL | Information Technology’
tagged with ‘support’

First line service request closure rate

Number of requests closed by the service desk, i.e. the first line support teams, relative to the number of all requests closed in a given ...
This KPI is most used for:
Operational Excellence

% of first-line resolution of service requests

Percentage of service requests that were solved by the first-line without assistance of second and/or third-line support relative to all service requests received within the ...
This KPI is most used for:
Operational Excellence

Business Value (BV) of application(s)

Level of business process support of applications. Calculated by scoring (0=bad, 1=medium, 2=good) the following parameters with weighting: A- Number of usergroups B- Organisational risk ...
This KPI is most used for:
Operational Excellence
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