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Percent of incidents for which entitlement is unconfirmed

USM540 Service Incident ManagementMinimizePercentage

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>

Tags

incident, contract, support, agreement, management