% of incorrectly assigned service requests

Definition

Percentage of closed service requests that were incorrectly assigned relative to all closed service requests within measurement period. Incorrectly assigned service requests could be automatically determined, for example, by looking at the number of time a service request was assigned. A request that is assigned more than x times might be considered as incorrectly assigned since it is re-assigned more than average.

Formula

Tags

service request, accuracy, request

Metadata

Category: ITIL Service Desk · Added: May 17, 2026