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
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.
The average amount of time (e.g. in minutes) between the detection of an incident and the first action taken to repair the incident.