% of incorrectly assigned incidents

Definition

Percentage of closed incidents that were incorrectly assigned relative to all closed incidents within measurement period. Incorrectly assigned incidents could be automatically determined, for example, by looking at the number of time an incident was assigned. An incident that is assigned more than x times might be considered as incorrectly assigned since it is re-assigned more than average.

Formula

Tags

incident, accuracy

Metadata

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