Is there a published benchmark for first-time-fix rate?

Field-service research from Aberdeen, The Service Council, and Salesforce regularly cites first-time-fix as a top KPI, with industry averages often quoted in the 70–80% range. These are survey-derived and vary substantially by vertical (HVAC vs. medical devices vs. industrial equipment). I cannot confirm a single universal benchmark — treat published numbers as directional and verify against your own segment.

Where does ITIL 4 distinguish requests from incidents?

ITIL 4's Service Value System defines 'Service Request Management' and 'Incident Management' as separate practices. Service requests are pre-defined, low-risk, repeatable user requests with a known fulfilment path; incidents are unplanned interruptions. Repair workflows often involve both — which is why a single ticket queue rarely fits well at scale.

Do we need to comply with ISO 10002 to run a repair process?

ISO 10002:2018 is voluntary unless contractually or regulatorily required. It is widely used as a reference framework for complaint handling and overlaps with ISO 9001:2015 §8.7 / §10.2 for organizations that are ISO 9001 certified. Even where not required, its principles — accessibility, responsiveness, traceability — are useful design constraints for any service workflow.

When a Repair Request Process Needs a Real Platform

An insight on when a repair request process needs a real platform from CodeCraft Enterprise.