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Information Technology
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KPIs in ‘Information Technology’
tagged with
‘request’
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
% of service requests resolved within an agreed-upon period of time
Percentage of service requests resolved within an agreed-upon/acceptable period of time.
% 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 ...
Service request backlog
number of open service requests older than 28 days (or any other given time frame) relative to all open service requests.
Listed in: ITIL Service Desk, ASL Incident management, MOF Service Desk, IT Service Desk & Support
Tags: service request, backlog, old, request
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