IT Support Ticket Resolution (Unplanned) Cycle Time

Benchmarking Report

IT Support Ticket Resolution (Unplanned) Cycle Time

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring IT Support Ticket Resolution (Unplanned) Cycle Time. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is IT Support Ticket Resolution (Unplanned) Cycle Time?

The number of minutes required to resolve an unplanned incident-related IT support ticket (hardware failure, printer failure, server failure, connectivity failure, etc.), from the time the IT support employee arrives at the location where the work is to be performed until when the incident is resolved.

Why should IT Support Ticket Resolution (Unplanned) Cycle Time be measured?

IT Support Ticket Resolution (Unplanned) Cycle Time measures the number of minutes required to resolve an unplanned incident-related IT support ticket (hardware failure, printer failure, server failure, connectivity failure, etc.), from the time the IT support employee arrives at the location where the work is to be performed until when the incident is resolved. A relatively high value for this metric is typically related to a few common factors, including inefficient and unstandardized incident resolution processes (i.e., poor customer incident documentation tracking, inefficient customer communication concerning what has already been attempted to resolve the issue, not arriving to the location prepared to resolve the issue, etc.), and sub-par IT support employee training and performance. Each of these factors can, as a result, reduce organizational capacity, delay the productivity of employees, increase the cost associated with ticket resolutions and increase the likelihood that rework and errors are occurring.


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