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DE - ES - ITIL KPI's Service Operation
ITIL Process: Service Operation according to ITIL 2011
Source: Key Performance Indicators for ITIL Service Operation from the ITIL Process Map
→ back to: ITIL Key Performance Indicators
ITIL KPIs Incident Management
| 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
|
- Number of escalations for Incidents not resolved in the agreed resolution time
|
| Number of Incidents
|
- 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
|
- Average time for resolving an incident
- grouped into categories
|
| First Time Resolution Rate
|
- Percentage of Incidents resolved at the Service Desk during the first call
- grouped into categories
|
| Resolution within SLA
|
- Rate of incidents resolved during solution times agreed in SLA
- grouped into categories
|
| Incident Resolution Effort
|
- Average work effort for resolving Incidents
- grouped into categories
|
ITIL KPIs Problem Management
| Key Performance Indicator (KPI)
|
Definition
|
| Number of Problems
|
- Number of Problems registered by Problem Management
- grouped into categories
|
| Problem Resolution Time
|
- Average time for resolving Problems
- grouped into categories
|
| Number of unresolved Problem
|
- Number of Problems where the underlying root cause is not known at a particular time
|
| Number of Incidents per Known Problem
|
- Number of reported 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
- grouped into categories
|
[ Infobox ]
