KPIs Service Desk and Incident Management
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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
