What should be the best value for Incident Closure Rate KPI (70%, 80% or 90%)?
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07-24-2023 02:37 PM
We are checking the Incident Closure Rate using the below formula and would like to understand the standard/best practice for this KPI.
Incident Closure Rate = (Total No. of Incidents Closed/Total No. of Incidents Created/Opened)*100
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08-08-2023 08:45 AM - edited 08-08-2023 08:46 AM
Thank you for your inputs and suggestions on this.
However, as per me there is a benchmark for each and every KPI. I understand there are different set of KPIs we need to consider other than the one which I posted or asked here but I am specifically looking for this KPI benchmark value using this thread.
We also have ITSM Success Dashboard which we can use to check different KPIs but it would be helpful if you can share benchmark values for KPIs.
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08-08-2023 08:56 AM
Great information! Thank You!
