5.9 Key Performance Indicators

To judge process performance, clearly defined objectives with measurable targets - often referred to as Key Performance Indicators (KPIs) - should be set. The following metrics are examples for the effectiveness and efficiency of the Incident Management process:

• total numbers of Incidents
• mean elapsed time to achieve Incident resolution or circumvention, broken down by impact code
• percentage of Incidents handled within agreed response time (Incident response-time targets may be specified in SLAs, for example, by impact code)
• average cost per Incident
• percentage of Incidents closed by the Service Desk without reference to other levels of support
• Incidents processed per Service Desk workstation
• number and percentage of Incidents resolved remotely, without the need for a visit.

Reports should be produced under the authority of the Incident Manager, who should draw up a schedule and distribution list, in collaboration with the Service Desk and support groups handling Incidents. Distribution lists should at least include IT services management and specialist support groups. Consider also making the data available to Users and Customers, for example via SLA reports.