First Time Fix Rate

From BCMpedia. A Wiki Glossary for Business Continuity Management (BCM) and Disaster Recovery (DR).
Jump to navigation Jump to search
1. Coming soon.

(Source: Business Continuity Management Institute - BCM Institute)

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)