Percent of incidents for which entitlement is unconfirmed

Definition

Percent of incidents for which the level of service (support) entitlement could not be verified. This measure implies the degree to which the agreed level of service and level of support is known and able to be applied. This information is typically documented within service contracts (service level agreements). Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>

Formula

Tags

incident, contract, support, agreement, management

Metadata

Category: USM540 Service Incident Management · Added: May 17, 2026