Key Performance Indicators (KPI) for Incident Management

Regular readers will know that I have been posting recently about Incident Management, the last of which was posted here (there are others also).

This post will cover the subject of KPIs for Incident Management, and offer some practical suggestions for you. I’m going to keep this post general, and probably write a Serio-specific post later that tells you where the reports are (this data is available however from SerioReports).

What follows is not a definitive list – nor is the 'best' or 'only' list of KPIs. These are just some suggestions for your own Incident reporting repertoire, and is targeted firmly at Incident Managers who need to prepare management reports.

Incident counts

The total number of Incidents logged. You can cut this with a month-on-month trend going back over the previous quarter, or break it down by Category, or Priority, or Impact. What you will be interested in showing is the number (is it up or down, or constant?) and how severe the Incidents have been.

First time fixes

I’ve written about this a lot before, but for the latecomers it is simply a measure of how many customers reporting Incidents get an immediate resolution to the problem – before the call ends. This statistic is telephone based – it has no meaning when Incidents are logged via a web portal, and almost no meaning with Incidents reported by email. However, as the telephone continues to be an important medium for the Helpdesk of Service Desk (the percentage still seems to be over 50%) this continues to be an important statistic.

Resolutions by the Helpdesk or Service Desk

Whereas first time fixes relate to immediate resolution, this KPI simply refers to resolutions made by the Helpdesk/Service Desk without assignment to specialist teams. If this is a high (or rising) figure it suggests a good degree of competence within the group.

Percentage of Incidents handled within their SLA target

Whilst this falls into the remit of the Service Level Manager, it’s still a useful KPI for Incident Management. Typically you’ll be looking at the speed of response, and of resolution. Like the Incident Counts figures, it’s sometimes useful to break this figure down into different groups – such as Impact or Category.

Spread of Resolution Time

This is where you take Incidents and examine how long the resolution time, examining the mean resolution time, and deviations from the mean. Almost always it’s better to use a graph or histogram to express this, and again is a useful indicator of quality.