Metrics that drive important decisions are termed key performance indicators (KPIs). Below are the top 10 KPIs for effective IT incident management.
1 Average resolution time
The average time taken to resolve an incident.
2 Average initial response time
The average time taken to respond to each incident.
3 SLA compliance rate
The percentage of incidents resolved within an SLA.
4 First call resolution rate
Percentage of incidents resolved in the first call.
5 Number of repeat incidents
The number of identical incidents logged within a specific time frame.
6 Reopen rates
The percentage of resolved incidents that were reopened.
7 Incident backlog
The number of incidents that are pending in the queue without a resolution.
8 Percentage of major incidents
The number of major incidents compared to the total number of incidents.
9 Cost per ticket
The average expense pertaining to each ticket.
10 End user satisfaction rates
The number of end users or customers who were satisfied with the IT services delivered to them.