From BCMpedia. A Wiki Glossary for Business Continuity Management (BCM) and Disaster Recovery (DR).
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| 1. Coming soon.
2. Commonly used metric, used to define incidents resolved at the first point of contact between a customer and the Service Provider, without delay or referral, generally by a front line support group such as a help desk or Service Desk. First time fixes are a subset of remote fixes.
(Source: OGC, Information Technology Infrastructure Library (ITIL) v3)
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