I base my FTF per analyst on them resolving the call within 20 mins of raising it - simple to do in Crystal, and I imagine through Landesk calculations.
FTF for the Service Desk is based on the raise group and resolveer group being the same, and within 20 mins of each other.
Its not perfect, but its what he do
We define first time fix as "Incident resolved at first point of contact".
We put a tick box on the resolution window.
I like the check box idea as it's simple but if you have fairly complex rules to define the fix it can be inaccurate i would imagine. Open to abuse a little as well I would think (not that anyone would do such a thing!)
That makes sense too. I'm also thinking that it depends on how your organisation is set up. Less departments = less complex rule requirements.
I think the key is to keep it as simple as possible. However you don't want to be selling yourself short on the FTF rate as people are taking a fair bit of notice of it for service comparisons
Thanks for your comments