Home / IT Service Desk & Support / % of first-line resolution of service requests

% of first-line resolution of service requests

IT Service Desk & SupportMaximizePercentage

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: IT Service Desk & Support · Added: May 17, 2026

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