Cobit Manage Service Desk & Incidents

% of calls answered within set timeframe

% of first-line resolution of service requests

% of overdue incidents

% of overdue service requests

% of reopened service requests

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

Abandon rate of incoming phone calls

Average incident response time

Average number of calls / service request per handler

Average number of training hours per employee

Average speed to answer phone call

Customer satisfaction (index)

Incident queue rate