KPIs Service Desk and Incident Management

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KPI's Service Desk and Incident Management

Key Performance Indicators for Incident Management from the ITIL Process Map.

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KPIs Incident Management

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