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% of incidents fixed before users notice

Percentage of incidents fixed before users notice.

Details

Unit: Percentage

Direction: Maximize

Listed in: ITIL Incident management, ASL Incident management, MOF Incident Management, IT Incident & Problem
Tags:
incident, user

Benchmark Results

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This KPI is most used for:

Operational Excellence

Comments

1. 
   over 1 year ago by Fred Li

   How to collect and calculate this KPI?
2. 
   about 1 year ago by Walter Vannini

   Hi Fred.
   you can use (Incidents – IncidentsReportedByOneOrMoreUsers) / Incidents
   If users report incidents already solved, simple data entry sanitation solves the problem: a support call is put in the queue if and only if it reports the incident it reports is still ongoing.

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