KPIs in ‘Information Technology’
Percentage of customer issues that were solved by the first phone call.
Average time (e.g. in hours) between the occurrence of an incident and its resolution.
Listed in: Systems, Database, Network, ITIL Incident management, IT Service Levels, Application, Web Hosting, Telephony, Maintenance, Email, Storage, Backup, ASL Incident management, MOF Incident Management, VRM Process Performance, VRM Support, IT Incident & Problem
Tags: repair, time, duration, device, equipment, incident, solution, resolution, maintenance
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 ...
Average costs to solve a problem calculated by time registration per work performed for problems and applying a cost factor to the work.