ITIL KPIs Service Operation
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ITIL Process: Service Operation according to ITIL V3
ITIL KPIs Incident Management
| 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
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| 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
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| Incident Resolution Time | Average time for resolving an incident
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| First Time Resolution Rate | Rate of incidents resolved at the Service Desk during the first call
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| Resolution within SLA | Rate of incidents resolved during solution times agreed in SLA
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| Incident Resolution Effort | Average work effort for resolving incidents
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ITIL KPIs Problem Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Number of Problems | Number of Problems registered by Problem Management
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| Problem Resolution Time | Average time for resolving a problem
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| Number of Incidents per Problem | Average number of incidents linked to the same problem before problem identification |
| Number of Incidents per Known Problem | Average number of incidents linked to the same problem after problem identification |
| Time until Problem Identification | Average time between first occurance of an incident and identification of the underlying root cause |
| Problem Resolution Effort | Average work effort for resolving problems
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