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ITIL Incident management


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
management process.


KPIs in ‘ITIL Incident management’

% of incidents solved within deadline/target

Number of incidents closed within the allowed duration time-frame, relative to the number of all incidents closed in a given time period. A duration time-frame ...
This KPI is most used for:
Operational Excellence

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.
This KPI is most used for:
Operational Excellence
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