Home / Cobit Manage Service Desk & Incidents / % of first-line resolution of service requests

% of first-line resolution of service requests

Cobit Manage Service Desk & IncidentsMaximizePercentage

Definition

Percentage of service requests that were solved by the first-line without assistance of second and/or third-line support relative to all service requests received within the measurement period.

Formula

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Tags

service request, first line, resolution, solution, support, request

Metadata

Category: Cobit Manage Service Desk & Incidents · Added: May 17, 2026

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