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KPIs in ‘ITIL | Information Technology’
tagged with ‘repair’

Average incident response time

The average amount of time (e.g. in minutes) between the detection of an incident and the first action taken to repair the incident.
This KPI is most used for:
Operational Excellence

Mean Time To Detect (MTTD)

MTTD would be the difference between the onset of any event that is deemed revenue impacting and its actual detection by the technician who then ...
This KPI is most used for:
Operational Excellence

% of incident that lost OLA in identify process (MTTI)

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 ...
This KPI is most used for:
Operational Excellence
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