Percent of incidents with unmatched agreements

Definition

The percentage of incidents recorded for which no service level agreement was located or 'matched'. This is an important indicator of the maturity of both the service management and incident management systems. Unmatched incidents will result in issues assigning a proper priority, allocation of resources, and timely resolution. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>

Formula

Tags

incident, solution, resolution, agreement, issue, management

Metadata

Category: USM540 Service Incident Management · Added: May 17, 2026