Following are ITIL V3 key performance indicators for incident management:
- Total number of incidents ( Measurement for control)
- Breakdown of incidents at each stage (for example, logged, work in progress, and closed)
- Current incident backlog
- Number and percentage of major incidents
- Average time to achieve incident resolution
- Percentage of incidents handled within target response time; incident response-time targets may be specified in SLA's, for example, by impact and urgency codes
- Average cost per incident ( To be measured against the cost investment such as tool, infra, people etc. against the invoices generated for the group for a given period of time.
- Number of incidents reopened and as a percentage of the total
- Number and percentage of incidents escalated/ routed (wrong assignment)
- Number and percentage of incidents incorrectly categorized
- Breakdown of incidents by time of day (for effective workforce planning and scheduling)
No comments:
Post a Comment