ITIl measurement formulas help

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Posts: 1
Joined: Sat Oct 25, 2014 8:00 pm

Sun Oct 26, 2014 2:17 pm

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 Escalations
Technical Escalation
Self Help Use
Cost Per User
Cost Per Incident
Customer Satisfaction Measurement
Employee Satisfaction Measurement
Complaint Measurement

Can someone help me with these or point me into the right direction as to where to find the formulas. Thanks!

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ITIL Expert
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Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Mon Oct 27, 2014 3:06 am

This forum is not a school assistance program nor a study aid.

The information you seek is in the ITIL Books
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Senior Itiler
Senior Itiler
Posts: 59
Joined: Thu Jun 04, 2015 8:00 pm
Location: Hyderabad ,India

Sat Jun 06, 2015 3:10 pm

Use excel and simple aggregations ..
Kranti Kiran Kumar Gedela

Project Manager - SAP

ITIL® Expert
Lean Six Sigma Black Belt ®
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