KPIs Service Desk and Incident Management: Difference between revisions

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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].


'''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 16:33, 17 June 2019

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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

 

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