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KPIs in ‘Information Technology’
tagged with ‘support’

% 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

First line service request closure rate

Number of requests closed by the service desk, i.e. the first line support teams, relative to the number of all requests closed in a given ...
This KPI is most used for:
Operational Excellence

Ratio of Incidents to Staff

Indicates the changing quality of IT services provided as experienced by end users and can be called the Error Rate – on average how many ...
This KPI is most used for:
Operational Excellence

Number of times (corporate) website shows a 404 page

When a 404 error page of a corporate website is showed more often than a certain target this might indicate navigation issues within the website ...
This KPI is most used for:
Operational Excellence
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