KPIs Service Desk and Incident Management: Difference between revisions

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<seo metakeywords="kpi incident management, kpis incident management, itil incident kpi, itil service desk kpi" metadescription="Service Desk and Incident Management: The most important ITIL KPIs - ITIL Key Performance Indicators." />
<itpmch><title>KPIs Service Desk and Incident Management | IT Process Wiki</title>
<meta name="keywords" content="kpi incident management, kpis incident management, itil incident kpi, itil service desk kpi" />
<meta name="description" content="Service Desk and Incident Management: The most important ITIL KPIs - ITIL Key Performance Indicators." />
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Image:ITIL-Wiki-deutsch.jpg|right|KPI's Service Desk and Incident Management
Image:ITIL-Wiki-deutsch.jpg|right|KPI's Service Desk and Incident Management
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'''ITIL Process''': [[ITIL V3 Service Operation|ITIL 2011 Service Operation]] - [[Incident Management]]
Key Performance Indicators for [[Incident Management]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map].


'''Source''': Key Performance Indicators for ITIL Incident Management from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]
&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


<p>&nbsp;</p>
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{| 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="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | 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
|-
|-
|Incidents resolved Remotely
|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
|
* grouped into categories
*Number of incidents registered by the Service Desk
**grouped into categories
|-
|-
|Average Initial Response Time
|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
|
*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
|
* grouped into categories
*Average time for resolving an incident
**grouped into categories
|-
|-
|First Time Resolution Rate
|First Time Resolution Rate
|Percentage of Incidents resolved at the Service Desk during the first call
|
* grouped into categories
*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
|
*Rate of incidents resolved during solution times agreed in SLA
* grouped into categories
* grouped into categories
|-
|-
|Incident Resolution Effort
|Incident Resolution Effort
|Average work effort for resolving Incidents
|
* grouped into categories
*Average work effort for resolving Incidents
**grouped into categories
|}
|}


<p>&nbsp;</p>
&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
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Latest revision as of 17:33, 17 June 2019

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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