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KPIs in ‘Information Technology’
tagged with ‘resolution’

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

Cost to resolve an incident

The total cost incurred by a service provider in order to resolve an incident, from the time of the incident being reported to the time ...
This KPI is most used for:
Operational Excellence
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