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KPIs in ‘Information Technology’
tagged with ‘solution’

This KPI is most used for:
Operational Excellence

% 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 ...
This KPI is most used for:
Operational Excellence

Average cost to solve a problem

Average costs to solve a problem calculated by time registration per work performed for problems and applying a cost factor to the work.
This KPI is most used for:
Cost Leadership
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