USM540 Service Incident Management

% of incidents expected to close next period by scheduled workaround or change

% of incidents which change prio during the lifecycle

Percent incidents assigned to a level of support

Percent incidents closed unsatisfactorily

Percent incidents resolved using a change

Percent incidents resolved with workaround

Percent of incident classified as 'major'

Percent of incidents bypassing the support desk

Percent of incidents caused by a workaround

Percent of incidents classified as security related

Percent of incidents closed by service provider

Percent of incidents closed satisfactorily

Percent of incidents for which a first interview completed

Percent of incidents for which entitlement is unconfirmed

Percent of incidents incorrectly classified

Percent of incidents incorrectly prioritized

Percent of incidents involving third-party agreement

Percent of incidents recorded 'after the fact'

Percent of incidents rejected for reassignment

Percent of incidents resolved with non-approved workaround

Percent of incidents resulting from a service request

Percent of incidents resulting from previous incidents

Percent of incidents with unmatched agreements

Percentage of incidents inbound versus outbound