Average number of (re)-assignments of incidents

Definition

Average number of of (re)-assignments of closed incidents within measurement period. The number of (re)-assignments give a measure of how often on average incidents are assigned to groups and/other persons.

Formula

Use Case / Interpretation

Above a certain threshold incidents might be re-assigned too often indicating for example (a) that the wrong groups and/or persons are involved, or (2) that ownership is not taken.

Tags

incident, assignment

Metadata

Category: ITIL Incident management · Added: May 17, 2026