Which key performance indicator (KPI) measures the percentage of closed requests within breached SLAs?

The percentage of closed requests within breached Service Level Agreements (SLAs) is a critical key performance indicator (KPI) because it directly reflects the efficiency and effectiveness of an IT service management process. This KPI helps organizations assess how well they are meeting their service commitments and managing customer expectations.

When a request is closed within an agreed-upon SLA, it indicates that the IT department has successfully delivered the service in a timely manner as determined by the agreement. Conversely, the percentage of requests that are closed outside of these SLAs can reveal areas of concern, such as operational inefficiencies, resource constraints, or potential customer dissatisfaction. By tracking this KPI, organizations can identify trends, improve service delivery, and enhance overall customer satisfaction.

In contrast, other options like the average time to fulfill a request, number of requests created, or number of agents per request pertain to different aspects of service performance or resource utilization, but do not specifically measure the compliance with SLA commitments. Thus, they do not provide direct insight into how well the organization is performing regarding timely service delivery according to the agreed SLAs.