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tagged with ‘issue’

Percent of incidents classified as security related

Security if a major concern to all service provider organizations. International standards call for a special procedure and protocols for all security related issues. This ...

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This KPI is most used for:
Operational Excellence

Percent of incidents incorrectly prioritized

A retrospective measure providing visibility into the accuracy of the prioritization activity. Miss-prioritized incidents can result in improper allocation of critical resources (where a greater ...

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This KPI is most used for:
Operational Excellence

% of changes recorded 'after the fact'

On occasion Changes are raised ‘after the fact’, or after the application of a workaround to resolve an incident. Sometimes it is a necessity to ...

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This KPI is most used for:
Operational Excellence

Percent of incidents with unmatched agreements

The percentage of incidents recorded for which no service level agreement was located or ‘matched’. This is an important indicator of the maturity of both ...

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This KPI is most used for:
Operational Excellence
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