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