KPIs Service Desk and Incident Management: Difference between revisions

From IT Process Wiki
No edit summary
 
No edit summary
 
(3 intermediate revisions by the same user not shown)
Line 1: Line 1:
{|
<itpmch><title>KPIs Service Desk and Incident Management | IT Process Wiki</title>
! align="right" width="80%"|
<meta name="keywords" content="kpi incident management, kpis incident management, itil incident kpi, itil service desk kpi" />
! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/Kennzahlen_Service_Desk_and_Incident_Management diese Seite auf Deutsch]
<meta name="description" content="Service Desk and Incident Management: The most important ITIL KPIs - ITIL Key Performance Indicators." />
|}
</itpmch>
<imagemap>
Image:ITIL-Wiki-share.jpg|right|share this page|141px
rect 55 0 99 36 [https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FKPIs_Service_Desk_and_Incident_Management&hl=en_US&source=IT%20Process%20Wiki share this page on LinkedIn]
rect 97 0 141 36 [https://twitter.com/intent/tweet?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FKPIs_Service_Desk_and_Incident_Management&text=%23ITILwiki%20%7C%20ITIL%20KPIs%20Service%20Desk%20and%20Incident%20Management%0A%E2%96%BA&lang=en&via=itprocessmaps share this page on Twitter]
desc none
</imagemap>
<imagemap>
Image:ITIL-Wiki-deutsch.jpg|KPI's Service Desk and Incident Management
default [https://wiki.de.it-processmaps.com/index.php/Kennzahlen_Service_Desk_and_Incident_Management diese Seite auf Deutsch]
desc none
</imagemap>
<br style="clear:both;"/>
 
Key Performance Indicators for [[Incident Management]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map].


'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]
&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


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


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|+style="background:#ffffff;"|<span style="color:#013b5e; font-size: 120%;"><b>KPIs Incident Management</b></span>
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
| Number of Repeated Incidents
| Number of repeated Incidents
| Number of repeated Incidents, with known resolution methods
|
*Number of repeated Incidents, with known resolution methods
|-
|-
|Remotely Resolved Incidents
|Incidents resolved Remotely
| Number of incidents resolved remotely by the service desk
|
* (i.e.without carrying out work at user's location)
*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
|Number of escalations for incidents not resolved in the agreed resolution time
|
*Number of escalations for Incidents not resolved in the agreed resolution time
|-
|-
| Number of Incidents
| Number of Incidents
|Number of incidents registered by the Service Desk
|
* per category
*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
|Incident Resolution Time
|Average time for resolving an incident
|
* per category
*Average time for resolving an incident
**grouped into categories
|-
|-
|First Time Resolution Rate
|First Time Resolution Rate
|Rate of incidents resolved at the Service Desk during the first call
|
* per category
*Percentage of Incidents resolved at the Service Desk during the first call
**grouped into categories
|-
|-
|Resolution within SLA
|Resolution within SLA
|Rate of incidents resolved during solution times agreed in SLA
|
* per category
*Rate of incidents resolved during solution times agreed in SLA
* grouped into categories
|-
|-
|Incident Resolution Effort
|Incident Resolution Effort
|Average work effort for resolving incidents
|
* per category
*Average work effort for resolving Incidents
**grouped into categories
|}
|}
<p>&nbsp;</p>
<!-- 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]]
<!-- --- -->

Latest revision as of 17:33, 17 June 2019

share this pageshare this page on LinkedInshare this page on Twitter
share this page
KPI's Service Desk and Incident Management
KPI's Service Desk and Incident Management


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

→ Back to: ITIL Key Performance Indicators

 

 

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

 

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=KPIs_Service_Desk_and_Incident_Management&oldid=9197"