Service request closure duration rate

Definition

This KPI monitors the average spent duration of service requests closed relative to the average allowed duration of those requests closed in a given time frame.

Formula

Use Case / Interpretation

The actual value for the KPI is an indication of how close or how far off the service desk is in fulfilling its obligation with regard to the duration time-frame of handling service requests.

Tags

actual, closed, duration, plan, Service Request, request, support ticket

Metadata

Category: IT Service Desk & Support · Added: May 17, 2026