KPIs in ‘ITIL | Information Technology’
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
The average amount of time (e.g. in minutes) between the detection of an incident and the first action taken to repair the incident.
That´s KPI, indicates the percentage of incidents that lost the OLA (Operation Level Agreement), in first fase of MTTR (Mean Time To Repair), that call ...