Metrics & KPIsPercent incidents assigned to a level of support
Definition
The percent of all incidents assigned to each level of support, often referred to as 'first line' or level 1, level 2 and perhaps level 3 support areas. This measure provides an interesting insight into the extent to which the initial levels of support are engaged and is best supported by further classification as to hat type of incidents, or what incident situations, arrive at each level. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>
Tags
incident, management