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KPIs in ‘IT Incident & Problem’

% incidents solved within SLA time

Total number of incidents resolved within SLA time divided by the total number of incidents
This KPI is most used for:
Operational Excellence

% of repeat incidents

Percentage of incidents that can be classified as a repeat incident, relative to all reported incidents within the measurement period. A repeat incident is an ...
This KPI is most used for:
Operational Excellence
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