Metrics & KPIs% of incidents solved within deadline/target
Definition
Number of incidents closed within the allowed duration time-frame, relative to the number of all incidents closed in a given time period. A duration time-frame is applied to each incident when it is received, and sets a limit on the amount of time available to resolve the incident. The applied duration time-frame is derived from the agreements made with the customer about resolving incidents.
Use Case / Interpretation
This KPI acts as a minimum threshold goal: Incidents should at least be resolved within agreed upon time-frames.
Tags
incident, deadline, target, agreement, duration