Metrics & KPIsPercent of incidents incorrectly classified
Definition
An important efficiency measure. Incorrectly classified incidents are likely to be misrouted, resulting in lost time and effort. This measure is a significant indicator as to the level of inefficiency within the incident management system. Incorrect classifications are often detected upon resolution when the original classification and resolution classification are compared. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>
Tags
incident, efficiency, solution, resolution, accuracy, management