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ITIL :: View topic - Reporting FTR

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Reporting FTR

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bossdrum
Newbie
Newbie

Joined: Sep 14, 2005
Posts: 2

Posted: Fri Jan 06, 2006 7:28 pm Post subject: Reporting FTR

Can anyone offer any guidance on how FTR %'s should be calculated. I believe the figure should be derived from those incidents resolved at point of first contact as a percentage of the total number of incidents logged. There appears to be another school of thought which looks at those incidents resolved at point of first contact as a percentage of the total number of incidents closed. Thanks

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