ITIL Incident management
|
This is a preview of KPI Library. To browse and search for key performance indicators, also known as business metrics, performance measures or business indicators, in various industries and general processes, login or join now for free.
The Incident management process is responsible for managing and resolving Incidents (service disrupting events) that are reported to the Service desk process. IM will try to match incoming incidents with known errors and related workarounds in order to provide a solution for the costumer. Frequently occurring Incidents without a known cause are escalated to the Problem Key Performance Indicators in this category
Mean Time to Repair (MTTR)
Average time (e.g. in hours) between the occurrence of an incident and its resolution.
Average incident response time
The average amount of time (e.g. in minutes) between the detection of an incident and the first action taken to repair the incident.
% of outage due to incidents (unplanned unavailability)
Percentage of outage (unavailability) due to incidents in the IT environment, relative to the service hours.
% of repeat incidents
Percentage of incidents that can be classified as a repeat incident, relative to all reported incidents within the measurement period. A repeat incident is an ...
Or browse by industry
|
Related categories |
|
Please sign in or register in to view the subcategories and drill down to the specific KPIs within categories.
Sign in to KPI Library
Not yet a member? Join Now!
