Which incident management metric is concerned with the percentage of incidents resolved by the support center?

The metric focused on the percentage of incidents resolved by the support center is First Contact Resolution (FCR). This metric emphasizes the effectiveness of the support team in addressing issues at the initial point of contact, thereby measuring how many incidents are resolved on the first interaction with the customer. A higher FCR indicates a more efficient support process and contributes to greater customer satisfaction, as it minimizes the time and effort required for users to achieve resolution.

First Contact Resolution is crucial within incident management because it directly impacts operational efficiency and can significantly influence customer loyalty and perception of service quality. By resolving incidents quickly, support centers can reduce the overall workload and prevent incidents from escalating, which in turn can lead to fewer resources being required for ongoing support.

The other options pertain to different aspects of incident management. Mean Time to Restore Service (MTRS) measures the average time taken to restore service after an incident has occurred, which is not focused on resolution at the first contact. Incident backlog refers to the number of unresolved incidents at a given time, showcasing workload rather than resolution rates. Major incidents are significant disruptions that often require specialized handling or escalated response, but they do not specifically measure the resolution rate of typical incidents.