KPIs in ‘Cobit | Information Technology’
Percentage of service requests resolved within an agreed-upon/acceptable period of time.
Average number of calls / service requests per employee of call center / service desk within measurement period.
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.
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 ...