MOF Incident Management

% 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

% of outage due to incidents (unplanned unavailability)

% of overdue incidents

% of reopened incidents

% of repeat incidents

% of unmodified/neglected incidents

Average cost to solve an incident

Average incident closure duration

Average incident response time

Average number of (re)-assignments of incidents

Average problem closure duration

Incident backlog

Incident queue rate

Mean Time to Repair (MTTR)

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)