KPIs in ‘MOF | 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.
Percentage of service requests resolved within an agreed-upon/acceptable period of time.
Percentage of closed service requests that have been escalated to management, relative to all closed service requests within measurement period.