Metrics & KPIsWork items queue rate
Definition
The number of work items closed, relative to the number of work items opened in a given time period. So if the actual value for this KPI is less than 1, the volume of work items in the backlog is growing. Work items may be related to: - service requests - incidents - problems - changes - workorder/tasks The queue rate can be measured by type of work item.
Formula
[number of work items closed] divided by [number of work items opened]
Use Case / Interpretation
If the actual value for this KPI is less than 1, the volume of work items in the backlog is growing.
Tags
work item, open, closed, queue, task, incident, problem, service request, request