Metrics & KPIs% of repeat incidents
Definition
Percentage of incidents that can be classified as a repeat incident, relative to all reported incidents within the measurement period. A repeat incident is an incident that has already occured (multiple times) in the measurement period.
Use Case / Interpretation
Resolving such repeat incidents will improve customer satisfaction, and will drive down costs. A repeat incident may be classified a a problem in ITIL terminology.
Tags
incident, repeat