"This KPI is an indicator of how much work an institution is capturing in ITDirect. Below the national average suggests not all of the work is being captured. Far above the national average could be a sign of trying to capture too much and at risk of becoming inefficient. This metric is important because the more work captured in ITDirect, stronger arguments can be made for justifying resources."
|Number of incidents created in the most recent 12 month window with a completed/closed status, divided by student count from NCES|