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

% of overdue service requests

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.
This KPI is most used for:
Operational Excellence

Average problem closure duration

Average amount of time (e.g. in days) between the registration of problems and their closure.
This KPI is most used for:
Operational Excellence

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
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