Incident Management Metrics

Incident Management Activate This Model (Enter Yes or No)? Yes        
                     
Operational Metrics     Possible Metric Sources      
  Total Number Of Incidents 1   Incident Management System        
  Average Time To Resolve Severity 1 and Severity 2 Incidents (Hours) 1.0   Incident Management System        
  Number Of Incidents Resolved Within Agreed Service Levels 1   Incident Management System        
  Number Of High Severity/Major Incidents 1   Incident Management System        
  Number Of Incidents With Customer Impact 1   Incident Management System        
  Number Of Incidents Reopened 1   Incident Management System        
  Total Available Labor Hours To Work On Incidents (Non-Service Desk) 1   Staffing Reports          
  Total Labor Hours Spent Resolving Incidents (Non-Service Desk) 1   Labor Reports          
  Incident Management Tooling Support Level 1.0   CMMI Tool Ratings or Tool Surveys      
  Incident Management Process Maturity 1.0   Process Assessment Results        
                     
Tolerance Levels Target Level Warning Level          
  Number Of Incident Occurrences 1   2            
  Number Of High Severity/Major Incidents 1   2            
  Incident Resolution Rate 90.0%   80.0%            
  Customer Incident Impact Rate 1.0%   2.0%            
  Incident Reopen Rate 1.0%   2.0%            
  Average Time To Resolve Severity 1 and Severity 2 Incidents (Hours) 1.0   2.0            
  Incident Labor Utilization Rate 80.0%   90.0%            
  Incident Management Tooling Support Level 2.0   1.0            
  Incident Management Process Maturity 2.0   1.0            
                     
Key Performance Indicators (KPIs)     Question To Be Answered      
  Number Of Incident Occurrences 1   How many incidents did we experience within our infrastructure?  
  Number Of High Severity/Major Incidents 1   How many major incidents did we experience?    
  Incident Resolution Rate 100.0%   How successful are we at resolving incidents per business requirements?
  Customer Incident Impact Rate 100.0%   How well are we keeping incidents from impacting customers?  
  Incident Reopen Rate 100.0%   How successful are we at permanantly resolving incidents?  
  Average Time To Resolve Severity 1 and Severity 2 Incidents (Hours) 1.0   How quickly are we resolving incidents?      
  Incident Labor Utilization Rate 100.0%   How much available labor capacity was spent handling incidents?  
  Incident Management Tooling Support Level 1.0   How well does our current tool set support Incident Management activities?
  Incident Management Process Maturity 1.0   How good is our Incident Management practices?    
                     
Critical Success Factors Target Level              
  Quickly Resolve Incidents Low   1 1 1 0 3    
  Maintain IT Service Quality Low   1 1 1 0 3    
  Improve IT And Business Productivity Low   1 1 1 0 3    
  Maintain User Satisfaction Low   1 1 1 0 3    
                     
                     
    Incident Management Impact Analysis      
                     
                Add Results To Dashboard?
                     
      Customer   Capability   Operational   Financial  
      Low   Low   Low   Low  
                     
      9.0   12.0   12.0   6.0  
      3   4   4   2  
                     
        High
 
Legal Exposure
        High   Service Outages
        None   Rework
        High   Waste
        None   Delayed Solutions
        High   Slow Operational Processes
        None   Security Breaches
        None   Inaccurate Information
        None   Slow Turnaround Times
        None   Unexpected Costs
        High   Higher or escalating costs
        High   Low Employee Morale
        None   Slow Response To Business Needs And Changes
        High   Unwanted PR Exposure
        High   Dissatisfied Customers
        None   Dissatisfied Suppliers
        High   Inability to scale
        High   Fines and Penalties
        High   High Levels Of Non-Value Labor
        High   Loss of Market Share
        High   Loss of Revenue/Sales
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