Metrics & KPIsITIL Incident management
31 KPIs
% 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