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Information Technology
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KPIs in ‘Information Technology’
tagged with
‘resolution’
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
% 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 ...
Cost to resolve an incident
The total cost incurred by a service provider in order to resolve an incident, from the time of the incident being reported to the time ...
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