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Information Technology
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IT Financials
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IT Continuity
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IT Event Management
KPIs in ‘Information Technology’
tagged with
‘support ticket’
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
% of overdue service requests
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.
Average overdue time of overdue service requests
Average overdue time of overdue service requests i.e. the time difference between the measurement date and planned target date.
Service request closure duration rate
This KPI monitors the average spent duration of service requests closed relative to the average allowed duration of those requests closed in a given time ...
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