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- Sun Oct 26, 2014 2:17 pm
- Forum: ITIL Training & ITSM Conferences
- Topic: ITIl measurement formulas help
- Replies: 2
- Views: 12293
Hi, I been assigned homework to look up measurement formulas on the internet but I can't find them anywhere. I need measurement formulas for: Number of incidents Average time to respond Incident resolution time First contact resolution time Reopened incident rate Backlog management Hierarchical Esca...