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% of cases linked to a Knowledgebase Article

ITIL Service DeskMaximizePercentage

Definition

Under Knowledge Centered Support, the use of an agile knowledge tool during support and restore services, a common expectation is that non-FCR incidents be linked thereby demonstrating that these known errors are not resolvable by first level team.

Formula

[number of cases linked to knowledge base article] percentage of [total number of cases]

Tags

case, knowledge base