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Average age of IT Infrastructure

Average age of IT Infrastructure measures the average age of the IT infrastructure in place. Old or aging IT infrastructure can indicate up-coming up-grade costs or potential issues with IT performance.

Enterprise Architecture Compliance Ratio

Enterprise Architecture Compliance Ratio measures the extent to which IT projects are compliant with the Enterprise Architecture (a conceptual blueprint of the structure and operation of an organization).

Enterprise Architecture Compliance Rate = (Number of IT project deemed compliant to EA in time period t) / (Total number of proposed IT project in time period t) x 100 

Average age of Software

Average age of Software measures the average age of the software in use. Old or aging software applications can indicate up-coming up-grade bills or potential issues with software performance and compatibility.

Help Desk First Call Resolution

Help Desk First Call Resolution (HD FCR) is a measure of the effectiveness of the IT help desk


FCR Call Statistics (A) = (Total number of queries) / (Total number of calls) x 100

Agent Logs:

FCR Call Statistics (B) = (Number of resolved incidents closed on the first contact) / (total number of incidents) x 100

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