A four-tier categorization scheme in used to categorize and/or classify. The acronym stands for subject, type , element , and module . #Reporting #ITSM #Metrics #IncidentManagement #Practices #Analytics #Methodology #TechnicalSupport
Analogous to First Call Resolution , but inclusive of all contact channels. The incident, problem, or request is resolved to the customer’s satisfaction via the initial contact, and no further action is required. A clear definition is required (for each channel) of what constitutes a...
LZS - Level Zero Solvable - is a metric that can be used to predict customer success with a user-facing knowledge base. It identifies knowledge articles which can be found successfully by end users using their own words to search. #KnowledgeManagement #KnowledgeCenteredSupport ...
The average time taken to repair a CI or IT service after a failure. MTTR is measured from when the CI or IT service fails until it is repaired. MTTR does not include the time required to recover or restore. MTTR is sometimes incorrectly used in place of Mean Time to Restore Service. ...
An element of success that must happen if an IT service, process, plan, project, or activity is to succeed. #Practices #CSF #Metrics #ITSM #BusinessAlignment #ITIL #SupportOperations
The average length of time a caller holds before abandoning the call or being helped by an analyst. Also called Average Hold Time . #WorkforceManagement #SupportOperations #Metrics #Staffing
The value of a metric that should cause an alert to be generated or management action to be taken; for example, “a priority 1 ( major ) incident not solved within four hours,” “more than five errors in an hour,” or “more than ten failed changes in a month.” #ServiceLevel #Metrics #SLA ...
The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
A measure expressed as a percentage of the total time ( AHT ) spent by an analyst divided by the total time available. For a half-hour, the calculation is (Call Volume × Average Handle Time in Seconds) ÷ (Number of Agents × 1,800 seconds). #PerformanceManagement #WorkforceManagement ...
The number of actual calls an individual or group handled divided by occupancy for that period of time. #WorkforceManagement #MultichannelSupport #Metrics #Staffing #SupportChannels