KPIs Service Desk and Incident Management

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KPI's Service Desk and Incident Management


ITIL Process: ITIL 2011 Service Operation - Incident Management

Source: Key Performance Indicators for ITIL Incident Management from the ITIL Process Map

→ back to: ITIL Key Performance Indicators

 

 

Key Performance Indicator (KPI) Definition
Number of repeated Incidents
  • Number of repeated Incidents, with known resolution methods
Incidents resolved Remotely
  • Number of Incidents resolved remotely by the Service Desk
    • (i.e.without carrying out work at user's location)
Number of Escalations
  • Number of escalations for Incidents not resolved in the agreed resolution time
Number of Incidents
  • Number of incidents registered by the Service Desk
    • grouped into categories
Average Initial Response Time
  • Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
Incident Resolution Time
  • Average time for resolving an incident
    • grouped into categories
First Time Resolution Rate
  • Percentage of Incidents resolved at the Service Desk during the first call
    • grouped into categories
Resolution within SLA
  • Rate of incidents resolved during solution times agreed in SLA
  • grouped into categories
Incident Resolution Effort
  • Average work effort for resolving Incidents
    • grouped into categories