Metrics & KPIsPercent incidents resolved using a change
Definition
An interesting measure that can also be used with percent resolved using a workaround to understand the extent to which incidents require a change. This measure may also imply the level of integration and degree of cooperation between the incident and change management systems. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>
Tags
incident, change, interest, workaround, management