Metrics & KPIsPercent of incidents incorrectly prioritized
Definition
A retrospective measure providing visibility into the accuracy of the prioritization activity. Miss-prioritized incidents can result in improper allocation of critical resources (where a greater priority is assigned than agreed), or greater customer impact (when a lower priority than required is assigned). This measure may imply issues within the support interview scripts, or within the service negotiations and agreement activities. Source: <a href='http://www.servicemanagement101.net'>Serv
Tags
incident, accuracy, support, agreement, interview, issue, management