KPI: Incident Management

KPI Definition	Unit of Measure	Reporting Frequency	Remarks
Number of Incident tickets assigned to Incident management team / Service Desk	Count	Weekly / Monthly	This KPI will be useful in reporting the incident load that will be handled in any given week / month.  This can also be reported with further classification based on application, priority, user, etc.
Number of Incidents by Status	Count	Weekly / Monthly / Quarterly	This KPI will be useful in reporting incident volume based on status (Assigned, In progress, Pending, Resolved, Closed and Cancelled) priority wise.
Number of Incidents by Operational Categorization	Count	Monthly / Quarterly	This KPI will be useful in reporting incident volume based on operational categorization (Application, Access, Desktop or Laptop, Application access, Network, Failure, Server or Server Components, Request, Hardwar, etc.) priority wise.
Percentage Incidents handled within agreed response time	Percentage	Weekly / Monthly	This will be useful in reporting the response time for all incidents based on incident priority.
Percentage Incidents that breached agreed response time	Percentage	Weekly / Monthly	This will be useful in reporting the tickets that have breached the response time SLA for all incidents based on incident priority.
Average response time	Minutes	Weekly / Monthly	This will be useful in reporting the average response time based on incident priority.
Percentage Incidents resolved within agreed resolution time	Percentage	Weekly / Monthly	This will be useful in reporting the resolution time for all incidents based on incident priority.
Percentage Incidents that breached agreed resolution time	Percentage	Weekly / Monthly	This will be useful in reporting the tickets that have breached the resolution time SLA for all incidents based on incident priority.
Average Time To Resolve Incidents by Service desk team / Incident Management team (Service Restored)	Minutes	Weekly / Monthly	This will be useful in reporting the restoration time achieved on each incident and can be further classified down to lower level incidents. (Based on application, priority, user etc.)
Number of tickets that were wrongly assigned to the Incident management group	Count	Weekly / Monthly	This KPI is useful in reporting ticket hops, i.e., wrongly assigned tickets.
Number of incidents registered for CI	Count	Monthly / Quarterly / Yearly	This KPI enables identification of top 10/25/50 CIs which are contributing maximum incidents priority wise.
Percentage of tickets reopened by user	Percentage	Weekly / Monthly / Quarterly	This KPI highlights the percentage of incidents re-opened (along with number of tickets re-opened and total number of incidents for the mentioned period).
Backlog of unresolved incidents	Days	Weekly / Monthly	This KPI highlights unresolved incidents by aging for assigned resolver group typically highlighted as pending for number of days 0-3 days, 5-10 days, 10-20 days and so on; Also used to focus the top 10 pending tickets
Customer Satisfaction Survey (CSAT) of incidents	Number	Daily / Weekly	This KPI provides average qualitative assessment of the end-user experience and feedback on resolution of the incident
Percentage of incidents that are Major Incidents	Percentage	Weekly	This KPI highlights the health of the IT environment.
Percentage of service requests wrongly logged as incidents	Percentage	Monthly	This KPI determines the effectiveness of service desk personnel in correctly identifying incidents. Ideally this should be 0.