KPIs in ‘ITIL | Information Technology’
Average number of calls / service requests per employee of call center / service desk within measurement period.
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 i.e. the time difference between the measurement date and planned target date.
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 ...