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MOF | Information Technology


The Microsoft Operations Framework (MOF) provides operational guidance that enables organizations to achieve mission-critical system reliability, availability, supportability, and manageability of Microsoft products and technologies. With MOF guidance, you’ll be able to assess your current IT service management maturity, prioritize your processes of greatest concern, and apply proven principles and best practices to optimize your management of the Windows Server platform.


KPIs in ‘MOF | Information Technology’
tagged with ‘support’

% of first-line resolution of service requests

Percentage of service requests that were solved by the first-line without assistance of second and/or third-line support relative to all service requests received within the ...
This KPI is most used for:
Operational Excellence

First line service request closure rate

Number of requests closed by the service desk, i.e. the first line support teams, relative to the number of all requests closed in a given ...
This KPI is most used for:
Operational Excellence

Total/Mean Time to Ticket (TTTT/MTTT)

Calculated in seconds, minutes or hours, the total or average time it takes from the reporting of an incident to the generation of the support ...
This KPI is most used for:
Operational Excellence

Total/Mean Time to Action (TTTA/MTTA)

Calculated in seconds, minutes or hours, the total or average time it takes from the creation of a support ticket to the first action taken ...
This KPI is most used for:
Operational Excellence
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