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Application Services Library (ASL)’s goal is the professional development of application management. This is achieved by offering a framework within which the processes of application management are brought in relation to each other.
KPIs in ‘ASL | Information Technology’
Number of complaints
Number of complaints received within the measurement period.
First-call resolution rate
Percentage of customer issues that were solved by the first phone call.
Mean Time to Repair (MTTR)
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
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
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