KPIs Service Desk and Incident Management: Difference between revisions

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


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{| border="1" cellpadding="5" cellspacing="0"
{| border="1" cellpadding="5" cellspacing="0"
|+style="background:#ffffff;"|<span style="color:#013b5e; font-size: 120%;"><b>KPIs Incident Management</b></span>
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|-
! 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

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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