% 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

Formula

Tags

incident, staff, employee, repair, agreement, maintenance

Metadata

Category: ITIL Incident management · Added: May 17, 2026