% 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.

Formula

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

Metadata

Category: IT Incident & Problem · Added: May 17, 2026