Incident Management

KPIs

Description	Source	How to calculate	How to use it
Incident Resolution Time	Incident Management System	Average time taken to resolve incidents	Measure efficiency of incident resolution process
Mean Time to Detect (MTTD)	Incident Management System	Average time taken to detect incidents	Assess effectiveness of incident detection
Mean Time to Repair (MTTR)	Incident Management System	Average time taken to repair incidents	Measure efficiency of incident resolution process
Incident Response Rate	Incident Management System	Number of incidents responded to within SLA	Measure responsiveness to incidents
Incident Backlog	Incident Management System	Number of unresolved incidents awaiting resolution	Assess workload and efficiency of incident management
First Contact Resolution Rate	Incident Management System	Percentage of incidents resolved at first contact	Measure effectiveness of initial incident response
Incident Severity Distribution	Incident Management System	Distribution of incidents by severity level	Identify trends in incident severity
Incident Escalation Rate	Incident Escalation Reports	Number of incidents escalated per period	Measure effectiveness of incident escalation process
Incident Closure Rate	Incident Management System	Percentage of incidents closed within SLA	Measure efficiency of incident closure process
Incident Age Distribution	Incident Management System	Distribution of incidents by age since detection	Identify trends in incident age
Incident Trend Analysis	Incident Management Reports	Patterns and trends in incident occurrence	Identify recurring incidents and underlying causes
Customer Impact Severity	Customer Feedback	Severity of incidents from customer perspective	Assess impact of incidents on customers
Incident Duplication Rate	Incident Management System	Percentage of incidents classified as duplicates	Measure effectiveness of incident classification
Incident Response Cost	Financial Reports	Total cost of responding to incidents	Assess financial implications of incident management
Incident Management ROI	Financial Reports	Return on investment from incident management	Evaluate effectiveness of incident management efforts
Incident Resolution Accuracy	Incident Management System	Accuracy of incident resolution compared to SLA	Measure effectiveness of incident resolution accuracy
Incident Management Training	Training Records	Number of employees trained in incident management	Measure investment in incident management training
Incident Documentation Quality	Documentation Reviews	Quality score of incident documentation	Ensure completeness and accuracy of incident documentation
Incident Response Team Morale	Team Surveys	Team morale survey scores within incident response teams	Assess morale and motivation of incident response teams
Incident Management Satisfaction	Stakeholder Surveys	Satisfaction scores from stakeholders on incident management	Measure satisfaction levels with incident management