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KPIs in ‘Various’
tagged with ‘agreement’

% of incidents solved within deadline/target

Number of incidents closed within the allowed duration time-frame, relative to the number of all incidents closed in a given time period. A duration time-frame ...
This KPI is most used for:
Operational Excellence

Percent of incidents incorrectly prioritized

A retrospective measure providing visibility into the accuracy of the prioritization activity. Miss-prioritized incidents can result in improper allocation of critical resources (where a greater ...
This KPI is most used for:
Operational Excellence

Percent of incidents with unmatched agreements

The percentage of incidents recorded for which no service level agreement was located or ‘matched’. This is an important indicator of the maturity of both ...
This KPI is most used for:
Operational Excellence

Percent of incidents involving third-party agreement

This measure provides visibility into the percent of incidents requiring the involvement of a third-party organization under agreement or contract. Source: Service Management 101
This KPI is most used for:
Operational Excellence
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