Incident Management Metrics - CSF, KPIs, Compliance Featured

The image depicts the Product (Jacket) , The Critical Success Factors which are based up on the Customer (Kids with Protective, stylized and Happy jackets - the smileys on the faces and the Unmissable tag (The de-lighters that will lead to improved KPIs)

1) Critical Success Factors

 - Ability to detect incidents as early as possible

- Commitment from all staff to record all incidents into the IMS 

- Availability of all incident-related information into the IMS 

- Integration of the IMS to the Configuration Management System (a system that includes information of hardware and software components of the product) in order to determine the relationships between products at the Service Desk 

- Integration of the IMP and Service Level Management to monitor SLAs 

In addition to this, the ITIL framework (OGC 2007, 55) defines successful 

Incident Management Process by: 

- Effective Service Desk operation 

- Clearly defined targets from SLAs 

- Customer-orientation and adequate skill level at each process stage 

- Integrated support tools directing the process 

- Proper agreements between different parties of the process 

- Customer Satisfaction and Quality Improvement

2) Metrics

Total number of incidents

Breakdown of incidents by stage 

Size of current incident backlog

Number and percentage of major incidents

Mean elapsed time to achieve incident resolution or circumvention, broken down by impact code

Percentage of incidents handled within agreed response time

Number of incidents reopened and as a percentage of the total

Number and percentage of incidents incorrectly assignedNumber and percentage of incidents incorrectly categorized

Percentage of incidents closed by the Service Desk without reference to other levels of support

Number and percentage of incidents processed per Service Desk agent

Number and percentage of incidents resolved remotely, without the need for a visit

Breakdown of incidents by time of day, to help pinpoint peaks and ensure matching of resources

The first-line resolution rate: the percentage of calls resolved at first line, without the need for escalation to other support groups; average time to resolve incidents which are resolved first-line

Average time to escalate an incident

Average Service Desk cost of handling an incident

Percentage of customer or user updates conducted within target times, as defined in SLA targets

Average time to review and close a resolved call.

The number of calls broken down by time of day and day of week, combined with the average call-time metric, is critical in determining the number of staff required

Average Time To Resolve

Incident Labor Utilization Rate

Incident Reopen Rate

Incident Resolution Rate

Number Of Incident Occurrences for a particular service

Number Of Incidents Resolved Within Agreed SLAs or OLAs

Total Available Labor Hours To Work On Incidents (Non-Service Desk)

Total Labor Hours Spent Resolving Incidents (Non-Service Desk)

SLA or OLA target times exceeded


3) For KPIs  MAP CSFs and Metrics for good results as per business requirement.


4) Compliance

 ITSM and CI Linking Compliance 

Severity Changes Functional Escalation on time 

Work-Info Updates

Incident Type Changes 

Correct Categorization 

Major Incident Handling

Cancelled / Rejected Incidents without Justification

Tickets in Assigned Phase whilst the tickets are parked in WIP 

Problem Linking compliance w.r.t Major Incidents

Pending Other Justification

Change linking compliance for Change Scheduled / Caused By and Corrected (Reports + Audit)


Incorrect Status Transitions

Cause Category Data Sufficiency

Communication on Progress

Correct Severity classification

Template Usage

If there are any relationships within External ticket numbers ,compliance will be met if the same is noted in Remedy ticket(Ext ticket reference)


Last modified onFriday, 20 December 2013 13:22
Back to top