Cobit Manage Service Desk & Incidents

13 KPIs

% of calls answered within set timeframe

[number of telephone calls answered within x seconds] percentage of [total number of telephone calls]

% of first-line resolution of service requests

% of overdue incidents

[number of overdue incidents (not closed and not solved within the established time frame)] percentage of [total number of open (not closed) incidents]

% of overdue service requests

[number of overdue service requests (not closed and not solved within the established time frame)] percentage of total number of open (not closed) service requests]

% of reopened service requests

% of service requests resolved within an agreed-upon period of time

[Service request resolved within the agreed time] percentage of [Total service request]

Abandon rate of incoming phone calls

[number of telephone calls abandoned by the caller while waiting to be answered] percentage of [total number of incoming telephone calls]

Average incident response time

average(incident response time)

Average number of calls / service request per handler

Average number of training hours per employee

(total number of training hours) divided by (total number of employees)

Average speed to answer phone call

average(time to answer telephone call)

Customer satisfaction (index)

average(customer satisfaction score)

Incident queue rate

[number of incidents closed] divided by [number of incidents opened]