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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’
tagged with
‘customer’
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.
% of service requests due to poor performance
Percentage of service requests due to poor performance of services provided to end-customers.
% of CIs with under-capacity
Percentage of Configuration Items (CIs) with under-capacity, relative to all CIs used to deliver services to end-customers.
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