Page 339 - ITIL® Foundation 3.15

Be Careful of over-reach
or survey fatigue
Metrics for the Incident Management Process
• Total numbers of incidents (as a control measure)
• Breakdown of incidents at each stage (e.g. logged, work in progress, closed, etc.)
• Size of current incident backlog
• Number and percentage of major
incidents
• Average time to achieve incident
resolution by impact code
• Percentage of incidents handled within
agreed response time in SL A
• Average cost per incident
• Number of incidents reopened and as a percentage of the total
• Number and percentage of incidents incorrectly assigned
• Number and percentage of incidents incorrectly categorized
• Percentage of Incidents closed at first point of contact
• Number and percentage of incidents resolved remotely, without the need for a visit
• Number of incidents handled by each Incident Model
• Breakdown of incidents by time of day
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