KPIs in ‘ITIL | Information Technology’
Percentage of customer issues that were solved by the first phone call.
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
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 ...
Average costs to solve a problem calculated by time registration per work performed for problems and applying a cost factor to the work.