IT Incident & Problem

% incidents solved within SLA time

% Incidents Submitted via Automated Monitoring

% of incident that lost OLA in identify process (MTTI)

% of incidents by source

% of incidents closed with all data fields completed

% of incidents fixed before users notice

% of incidents remaining in 'Plan' status

% of incidents remaining in 'Request' status

% of incidents resolved remotely

% of incidents solved within deadline/target

% of incidents which change classification during the lifecycle

% of incidents with all data fields completed

% of incidents with all planning data completed

% of incidents with man-hour estimate within 10% of actual

% of incidents with schedule date earlier or equal to late finish date

% of incorrectly assigned incidents

% of outage due to incidents (unplanned unavailability)

% of overdue incidents

% of overdue problems

% of problems closed with all data fields completed

% of problems remaining in 'Plan' status

% of problems remaining in 'Request' status

% of problems reported by customers

% of problems resolved within the required time period

% of problems with a root cause analysis

% of problems with a root cause identified

% of problems with all data fields completed

% of problems with all planning data completed

% of problems with available workaround

% of problems with man-hour estimate within 10% of actual

% of problems with schedule date earlier or equal to late finish date

% of reopened incidents

% of repeat incidents

% of unmodified/neglected incidents

% of unmodified/neglected problems

Average # of incidents handled by each first line operatives

Average cost to solve a problem

Average cost to solve an incident

Average deviation of deadline incidents

Average incident closure duration

Average incident response time

Average incidents solved by FLM

Average number of (re)-assignments of incidents

Average number of incidents per desktop

Average problem closure duration

Balance of Problems solved with a KE - RFC or other

Customer Impact Rate

Efforts required for impact assessment of an incident, change

Incident backlog

Incident queue rate