Incident Management Metric List

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Incident Management Metric List

The following table lists the Incident Management metrics.

Refer to Incident Management Business Logic Modules for in depth description of the business logic modules associated with this service level template.

Metric Name	Description
Average resolution time for priority X incidents	Measures the average resolution time for incidents of a specified priority.
Average response time for priority X incidents	Measures the average time to respond incidents of a specified priority.
Max resolution time for priority X incidents	Measures the maximum resolution time for incidents of a specified priority.
Max response time for priority X incidents	Measures the maximum response time for incidents of a specified priority.
Min resolution time for priority X incidents	Measures the minimum resolution time for incidents of a specified priority.
Min response time for priority X incidents	Measures the minimum response time for incidents of a specified priority.
Percent of incidents escalated	Currently not implemented.
Percent of incidents reopened for priority X incidents	Measures the rate of incidents that were reopened. These measures reflect Incident Management efficiency level.
Percent of priority X incidents resolved on time	Measures the rate of achieving the target resolution time for incidents based on the target resolution time per each priority set by the contract.
Percent of incidents resolved on time, in business days	Measures the rate of achieving the target resolution time (in business days) for incidents based on the target resolution time set by the contract.
Percent of incidents resolved on time, on the same day	Measures the rate of achieving the target resolution time (on the same day) for incidents based on the target resolution time set by the contract.
Percent of priority X incidents responded on time	Measures the rate of achieving the target response time for incidents based on the target response time per each priority set by the contract.
Total number of incidents closed	Counts the number of incidents that were closed during the calculation period. This measures helpdesk efficiency.
Total number of incidents in process	Counts the number of incidents that were processed during the calculation period. This measures helpdesk efficiency.
Total number of priority X incidents closed	Counts the number of incidents that were closed during the calculation period. This measures helpdesk efficiency.
Total number of priority X incidents opened	Counts the number of incidents that were opened during the calculation period. This measures helpdesk efficiency.

Note: When X appears in the metric name it means that there are multiple priorities.