Metrics & KPIs% of overdue work items
Definition
Number of overdue work items (not closed and not solved within the established time frame) relative to the number of open (not closed) work items. Work items may be related to: - service requests - incidents - problems - changes - workorder/tasks The percentage of overdue work items can be measured by type of work item.
Formula
[number of overdue work items] percentage of [total number of open work items]
Tags
work item, overdue, time, task, incident, problem, service request, request