KPIs Service Desk and Incident Management: Difference between revisions

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'''ITIL Process''': [[ITIL V3 Service Operation]] - [[Incident Management]]


'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]
'''Source''': Key Performance Indicators for ITIL Incident Management from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]




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! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
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! width="70%" style="background:#ffffcc;" | Definition
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| Number of Repeated Incidents
| Number of Repeated Incidents
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&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
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[[Category:ITIL V3|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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Revision as of 10:14, 27 July 2011

<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." />

KPI's Service Desk and Incident Management
KPI's Service Desk and Incident Management


ITIL Process: ITIL V3 Service Operation - Incident Management

Source: Key Performance Indicators for ITIL Incident Management from the ITIL Process Map V3


Key Performance Indicator (KPI) Definition
Number of Repeated Incidents Number of repeated Incidents, with known resolution methods
Remotely Resolved Incidents 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
  • per category
Incident Resolution Time Average time for resolving an incident
  • per category
First Time Resolution Rate Rate of incidents resolved at the Service Desk during the first call
  • per category
Resolution within SLA Rate of incidents resolved during solution times agreed in SLA
  • per category
Incident Resolution Effort Average work effort for resolving incidents
  • per category


→ back to: ITIL Key Performance Indicators

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