Posted: Thu Jan 25, 2007 7:12 pm Post subject: Incident Management Metrics
Our company recently started a new business unit that provides support to our customers.
I'm responisble for this business unit and need to organise it from scratch.
One of the many things I need to do is to be able measure the performance and quality of the business unit.
To do this I have defined a number of KPI's but I want to make sure that I'm not missing anything.
For the moment I have these KPI's:
- Average time to resolve the incident
- Average time to close the incident
- Average time to resolve the incident per severity
- Average time to close the incident per severity
Oh yeah, I'm completely new in this job and ITIL did not mean a thing tho me until a couple of months ago so if I'm using the incorrect terminology I hope you will excuse me.
Posted: Wed Jan 31, 2007 10:40 pm Post subject: Metric
Another important KPI that is required to measure your service desk/incident team is
1. First time resolution (FTR)
2. Customer satisfcation ratings which are specific to incidents that were handled.
Number of incidents resolved by 1st line suport
Average call time with no escalation
%age of incidents incorrectly assigned
%age of incidents resolved within target time by priority
Average time for 2nd level support to respond
Average time to resolve incidents
%age of incidents re-assigned
%age of incidents incorrectly categorized
%age of calls 1st line support bypassed
Customer satisfaction levels
%age of calls that are service requests
%age of incidents that are solved correctly the first time
%age of proactively solved incidents
From - Metrics for IT Service Management
ISBN 90 77212 69 8
Available from the itSMF web site
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