ITIl measurement formulas help

[fiendbusa]

Hi, I been assigned homework to look up measurement formulas on the internet but I can't find them anywhere. I need measurement formulas for:

Number of incidents
Average time to respond
Incident resolution time
First contact resolution time
Reopened incident rate
Backlog management
Hierarchical Escalations
Technical Escalation
Self Help Use
Cost Per User
Cost Per Incident
Customer Satisfaction Measurement
Employee Satisfaction Measurement
Complaint Measurement

Can someone help me with these or point me into the right direction as to where to find the formulas. Thanks!

[UKVIKING]

This forum is not a school assistance program nor a study aid.

The information you seek is in the ITIL Books

[Kranti]

Use excel and simple aggregations ..