IT Incident & Problem

Incidents completed without escalation

Mean Time To Detect (MTTD)

Mean Time to Repair (MTTR)

Number of business disruptions caused by problems

Number of incidents caused by deficient user training

Number of Incidents logged with no diagnosis provided in the Incident description

Number of Incidents per Known Problem

Number of Incidents per Problem

Number of repeated incidents

Old incident backlog

Problem backlog

Problem queue rate

Ratio of number of incidents versus number of problems

Time until Problem Identification