Which of the following helps in measuring the efficiency of incident resolution?

The percentage of incidents reopened serves as a key indicator of the efficiency of incident resolution within IT Service Management. When incidents are resolved effectively, users typically should not have to reopen them. A high percentage of reopened incidents may indicate issues such as inadequate resolution, poor communication, or misunderstandings regarding the solution provided. This metric helps organizations assess how well they are resolving issues on the first attempt and can highlight training needs or process improvements necessary to enhance the overall efficiency of incident management.

While the other options provide valuable insights into different aspects of service delivery and operational effectiveness, they do not directly focus on the efficiency of incident resolution. The average cost per service is more about financial measures rather than efficiency. The number of services offered pertains to service portfolio management and does not address resolution effectiveness. Total response time for user requests indicates responsiveness but doesn't measure whether the incidents were resolved satisfactorily the first time, which is what the reopened incidents percentage accurately reflects.