MOF Incident Management

25 KPIs

% of incidents fixed before users notice

% of incidents resolved remotely

% of incidents solved within deadline/target

% of incidents which change prio during the lifecycle

% of incorrectly assigned incidents

[number of incorrect assigned incidents] % of [number of assigned incidents]

% of outage due to incidents (unplanned unavailability)

% of overdue incidents

[number of overdue incidents (not closed and not solved within the established time frame)] percentage of [total number of open (not closed) incidents]

% of reopened incidents

% of repeat incidents

% of unmodified/neglected incidents

Average cost to solve an incident

[total cost to solve incidents] divided by [number of incidents]

Average incident closure duration

Average incident response time

average(incident response time)

Average number of (re)-assignments of incidents

average(number of re-assignments per incident)

Average problem closure duration

average(problem time between registration and closure)

Incident backlog

Incident queue rate

[number of incidents closed] divided by [number of incidents opened]

Mean Time to Repair (MTTR)

Average of time between resolution of incident and start of incident

Number of incidents caused by deficient user training

Old incident backlog

Total/Mean Time in Postmortem

Total/Mean Time in Queue

Total/Mean Time to Action (TTTA/MTTA)

Total/Mean Time to Escalation (TTTE/MTTE)

Total/Mean Time to Ticket (TTTT/MTTT)