Metrics & KPIsPercent of incidents with unmatched agreements
Definition
The percentage of incidents recorded for which no service level agreement was located or 'matched'. This is an important indicator of the maturity of both the service management and incident management systems. Unmatched incidents will result in issues assigning a proper priority, allocation of resources, and timely resolution. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>
Tags
incident, solution, resolution, agreement, issue, management