KPIs Service Desk and Incident Management: Difference between revisions
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'''ITIL Process''': [[ITIL V3 Service Operation]] - [[Incident Management]] | '''ITIL Process''': [[ITIL V3 Service Operation|ITIL 2011 Service Operation]] - [[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] | '''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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{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
| Number of | | Number of repeated Incidents | ||
| Number of repeated Incidents, with known resolution methods | | Number of repeated Incidents, with known resolution methods | ||
|- | |- | ||
|Remotely | |Incidents resolved Remotely | ||
| Number of | | Number of Incidents resolved remotely by the Service Desk | ||
* (i.e.without carrying out work at user's location) | * (i.e.without carrying out work at user's location) | ||
|- | |- | ||
| Number of Escalations | | Number of Escalations | ||
|Number of escalations for | |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 | |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 | |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 | ||
|- | |- | ||
|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 | ||
|- | |- | ||
|Incident Resolution Effort | |Incident Resolution Effort | ||
|Average work effort for resolving | |Average work effort for resolving Incidents | ||
* | * grouped into categories | ||
|} | |} | ||
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→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | → back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
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<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:ITIL V3|KPIs Incident Management]] | [[Category:ITIL V3|KPIs Incident Management]] | ||
[[Category:ITIL 2011|KPIs Incident Management]] | |||
[[Category:KPI (ITIL)|Incident Management KPIs]] | [[Category:KPI (ITIL)|Incident Management KPIs]] | ||
[[Category:Service Operation|KPIs Incident Management]] | [[Category:Service Operation|KPIs Incident Management]] | ||
[[Category:Incident Management|KPIs Incident Management]] | [[Category:Incident Management|KPIs Incident Management]] | ||
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Revision as of 12:01, 22 December 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." />
ITIL Process: ITIL 2011 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 |
| Incidents resolved Remotely | Number of Incidents resolved remotely by the Service Desk
|
| 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
|
| 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
|
| First Time Resolution Rate | Percentage of Incidents resolved at the Service Desk during the first call
|
| Resolution within SLA | Rate of incidents resolved during solution times agreed in SLA
|
| Incident Resolution Effort | Average work effort for resolving Incidents
|
→ back to: ITIL Key Performance Indicators
