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% of incident that lost OLA in identify process (MTTI)

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Definition

That´s KPI, indicates the percentage of incidents that lost the OLA (Operation Level Agreement), in first fase of MTTR (Mean Time To Repair), that call MTTI (Mean Time To Identify). It´s a good way to compare de complexity of incidents and capacitation of operation staff

Tags

incident, staff, employee, repair, agreement, maintenance