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Key Performance Indicators for [[Incident Management]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map].

&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''

<p>&nbsp;</p>
<p>&nbsp;</p>

{| border="1" cellpadding="5" cellspacing="0"
|+style="background:#ffffff;"|<span style="color:#013b5e; font-size: 120%;"><b>KPIs Incident Management</b></span>
|-
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
!style="background:#facc6a; width:65%" | 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
|}

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<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|KPIs Incident Management]]
[[Category:ITIL 2011|KPIs Incident Management]]
[[Category:KPI (ITIL)|Incident Management KPIs]]
[[Category:Service Operation|KPIs Incident Management]]
[[Category:Incident Management|KPIs Incident Management]]
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