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KPI's Service Desk and Incident Management
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
|
- Number of repeated Incidents, with known resolution methods
|
| Incidents resolved Remotely
|
- Number of Incidents resolved remotely by the Service Desk
- (i.e.without carrying out work at user's location)
|
| Number of Escalations
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- Number of escalations for Incidents not resolved in the agreed resolution time
|
| Number of Incidents
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- Number of incidents registered by the Service Desk
|
| Average Initial Response Time
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- Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
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| Incident Resolution Time
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- Average time for resolving an incident
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| First Time Resolution Rate
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- Percentage of Incidents resolved at the Service Desk during the first call
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| Resolution within SLA
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- Rate of incidents resolved during solution times agreed in SLA
- grouped into categories
|
| Incident Resolution Effort
|
- Average work effort for resolving Incidents
|
