"This KPI is a reflection of an institution's data integrity. Having problem types associated with most/all work orders will help provide insight into where time and resources are allocated in relation to what type of work is taking place. The better the data integrity, the easier it is to transform data into knowledge. If this KPI is low, consider increasing use of the requester portal – where craft is required on a work order request."
Completed/closed technology incidents created in the most recent 12 month window with a craft, divided by completed/closed incidents created in the same 12 month window.