KPIs in ‘ITIL | Information Technology’
Percentage of service requests resolved within an agreed-upon/acceptable period of time.
Average number of calls / service requests per employee of call center / service desk within measurement period.
Percentage of closed service requests that have been reopened (and therefore initially not resolved according to the customer), relative to closed service requests within a ...
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.