ITIL Incident management

% incidents solved within SLA time

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

% of incidents by source

% of incidents fixed before users notice

% of incidents resolved remotely

% of incidents solved within deadline/target

% of incidents which change classification during the lifecycle

% of incidents which change prio during the lifecycle

% of incorrectly assigned incidents

% of outage due to incidents (unplanned unavailability)

% of overdue incidents

% of reopened incidents

% of repeat incidents

% of unmodified/neglected incidents

Average # of incidents handled by each first line operatives

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

Efforts required for impact assessment of an incident, change

Incident backlog

Incident queue rate

Incidents completed without escalation

Major Event Incident - Mean Time to Restore Service

Mean Time To Detect (MTTD)

Mean Time to Repair (MTTR)

Number of incidents caused by deficient user training

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

Old incident backlog