This measure calculates the average number of hours it takes to resolve a service commitment disruption. A service commitment disruption refers to a situation where a Service Level Agreement (SLA) is not met. This measure is a Cycle Time measure that helps companies analyze the duration of the process "deliver and support information technology services" from beginning to end.
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Time in hours to resolve a service commitment disruption
Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.
The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.