Web www.software-risk.co.uk

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 sub-set of remote fixes.

ITIL. Glossaries © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce

Related Articles
Mercury Launches IT Service Strategy
Legislation and Enforcement Glossary
CA Enters Self-Healing Fray
Identity Management Glossary
Avocent Sarbanes-Oxley and CRM
IT Management Glossary
COBIT Update Released
IT Management Glossary

Similar Areas

UK Government Items

Public Sector Items

IT Management Items

Selected Books

Keywords

first time fix rate

ITIL

IT Infrastructure Library

UK government

best practice

IT infrastructure

IT management

IT executive

Office of Government Commerce

metric

service provider

service desk

service performance

service level