Metrics & KPIsIT Incident & Problem
64 KPIs
% 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
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