Incident management KPIs

[viv121]

Hi All,

I just got to do a little bit of Incident Management. Got to set up the KPIs for the Incident Management team. I have got some like:
1. Average time spent on the crisis calls.
2. MTTR for degraded service and MTTR for failed service (outage)
3. % of incidents resolved in X hours etc.

the above are further sub-categorized. Do we have any known IM KPIs? What are the best KPIs we know and follow? By the way, what happened to the IM forum. I returned after months looking for UKViking and others

rgds
Viv

[viv121]

No replies yet. Sorry, I meant UKViking, Boris bear, Liz and others.

[UKVIKING]

I am rather curious where you were looking for me ?

I am here
I was there but I can back
I have been over there and near that but I am always here

Did you look High and low ?
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[viv121]

You got answers for all and you know it and lament it at times. Newbies look at you for the best practices in IT and sarcasm. I didn't look high and low, up and down. You are tempted to reply to anything and everything. 7:00 PM in India and weekend draws me closer to the bar. Help me some known best practices please as your weekend is 5 hours away

[Diarmid]

Do I come under "others"?

If not, do not read any further.

Viv,

you have asked about Incident Management KPIs in the Problem Management sub-forum. So you are probably lucky to find anyone ( never mind the Viking who is notoriously poor at geography )

In the Incident Management sub-forum there are several relevant threads:
- System Monitoring KPI's (in which I wax lyrical - or something)
- Best Practice for the KPI of decrease ticket volume
- Service Desk KPI's in the ITIL environment, help needed.
- User Administration KPI's

And I expect there are several more.

Reading all the threads in Incident Management would help also, since KPIs are about what is important to a service and many threads are raised on issues deemed important by forum members.

In the end, whatever ideas you get here, you need to determine what is important in your own service(s) and derive KPIs from that. what is important should be highlighted in statements of objectives, policies and strategies as well as in your documented procedures.

It is my view that KPIs are difficult enough if you get them right, that you do not want to just layer in some generic stuff that others use. One of the reasons is that a strong focus on specific measures will always skew behaviour and the less relevant the measures you use the more unbalanced your behaviour will become. I believe Dilbert had something to say on that subject a while back.

PS for John

I hear Mack the Knife is also looking for you.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[viv121]

Thanks Diarmid for your reply. You definitely come 'first among others'. I meant Viking as he is the quintissential replier to whatever. He also sarcastically rubisshes certain question in the most acceptable way bringing behaviour change to the inquisitive.

I posted my question in the Problem management forum as I didn't see the Incident management forum at all. I thought decreasing ticket volume is essentially problem management function and monitoring service availability is availability management function. I am looking for more KPIs for the IM, like duration of crisis call, average time taken to provide workaround etc, Any ideas where is Incident Management forum is hidden?

[Diarmid]