Hi Bruno,
we had the same issue here. But during certification process for the auditor it was absolutly ok to see that the mentioned KPIs from the pcoe checklist can be monitored/tracked. In our case we just use:
- selections in ITSM with IRT/MPT status which result a list of tickets with exceeded IRT/MPT status
- graphical display (diagram) in ITSM for these selections
- ITSM BI reporting (in standard usage, no additional reports)
Regards, Richard