Metrics & KPIsFirst line service request closure rate
Definition
Number of requests closed by the service desk, i.e. the first line support teams, relative to the number of all requests closed in a given time period. This reflects the skills and knowledge of the service desk personnel. This KPI can be used to monitor the learning curve of the service desk, but of course its usage is only meaningful if the goal is to have a skilled service desk.
Formula
[number of requests closed by the service desk, i.e. the first line support teams] percentage of [total number of requests]
Use Case / Interpretation
This KPI can be used to monitor the learning curve of the service desk, but of course its usage is only meaningful if the goal is to have a skilled service desk.
Tags
closed, Service Request, first line, earning, Support, request