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KPIs in ‘Information Technology’
tagged with ‘request’

This KPI is most used for:
Operational Excellence
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

Service request backlog

number of open service requests older than 28 days (or any other given time frame) relative to all open service requests.
This KPI is most used for:
Operational Excellence
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