Incident Management Metrics

[JohanCelis]

Hi,

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.

Any help will be greatly appreciated,

Johan Celis

[Janel]

You are doing just fine....

I would recommend:

Plain old # of incidents or calls
Resolution rate of your first line of support
# of calls transferred
Average call duration
maybe, abandon rate

There are others that are directed to each individual on the desk, it depends on your enviroment, really and how detailed you want to get.

There is also a recommendation in the Support book to not have all the metrics be a percentage. 'Numbers of' is also necesary.

Hope this helps.

Good luck!

j

[itsmer]

Hi,
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.
cheers

[raroa]

How about time to restoration of service? That's what it is all about, eh?

[gramsay]

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

[JohanCelis]

Thanks for all the information.

As pointed out in one of the replies I think it is important to see the percentages in combination with the actual numbers.

If the number of incidents increases and we have the same amount of resources we might see different percentages in the metrics.