Incident Management Metrics - CSF, KPIs, Compliance


  • 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 assigned

  • Number 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

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


For KPIs , MAP CSFs and Metrics for good results

Last modified onWednesday, 01 April 2015 07:45
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