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ITIL :: View topic - Reporting FTR
bossdrum 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.
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