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Cobit | Information Technology


The Control Objectives for Information and related Technology (COBIT) is a set of best practices (framework) for information (IT) management created by the Information Systems Audit and Control Association (ISACA), and the IT Governance Institute (ITGI).


KPIs in ‘Cobit | Information Technology’
tagged with ‘Service Request’

This KPI is most used for:
Operational Excellence
This KPI is most used for:
Operational Excellence

% of overdue service requests

Number of overdue service requests (not closed and not solved within the established time frame) relative to the number of open (not closed) service requests.
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
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