KPIs Service Desk and Incident Management: Difference between revisions
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'''ITIL Process''': [[ITIL | '''ITIL Process''': [[ITIL 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 | '''Source''': Key Performance Indicators for ITIL Incident Management from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] | ||
→ 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" | ||
|- | |- | ||
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
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|- | |- | ||
| 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 | |||
|} | |} | ||
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Revision as of 14:13, 5 August 2013
ITIL Process: ITIL Service Operation - Incident Management
Source: Key Performance Indicators for ITIL Incident Management from the ITIL Process Map
→ back to: ITIL Key Performance Indicators
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of repeated Incidents |
|
| Incidents resolved Remotely |
|
| Number of Escalations |
|
| Number of Incidents |
|
| Average Initial Response Time |
|
| Incident Resolution Time |
|
| First Time Resolution Rate |
|
| Resolution within SLA |
|
| Incident Resolution Effort |
|
