GITNUX MARKETDATA REPORT 2023
Must-Know Incident Management Kpis [Latest Report]
Highlights: The Most Important Incident Management Kpis
- 1. Mean Time to Detect (MTTD)
- 2. Mean Time to Respond (MTTR)
- 3. First Contact Resolution (FCR)
- 4. Incident Response Rate
- 5. SLA Compliance Rate
- 6. Incident Resolution Rate
- 7. Recurring Incidents
- 8. Incident Escalation Rate
- 9. Incident Backlog
- 10. Cost per Incident
- 11. Customer Satisfaction (CSAT)
- 12. Percentage of Major Incidents
- 13. Incident Volume by Category
Table of Contents
Incident Management Kpis: Our Guide
Staying ahead in the field of Incident Management requires an in-depth understanding of the right KPIs (Key Performance Indicators). Our latest report unravels the Must-Know Incident Management KPIs essential for maximizing your operational efficiency. Read on to gain insights that will enhance your incident resolution tactics and fortify your organization’s resilience.
Mean Time To Detect
This KPI measures the average time it takes to discover or identify an incident within an organization’s infrastructure from the moment it occurs.
Mean Time To Respond
This measures the average time it takes to resolve an identified incident, including the time spent in assessment, mitigation, and recovery of systems or services.
First Contact Resolution
This KPI identifies the percentage of incidents resolved during the first contact with the support or service team, reflecting the effectiveness of the initial response to incidents.
Incident Response Rate
This measures the number of incidents the organization responds to over a specific period, indicating the effectiveness of incident management.
SLA Compliance Rate
This KPI tracks the percentage of incidents resolved within the agreed-upon Service Level Agreements (SLAs), ensuring that the organization is meeting its contractual obligations.
Incident Resolution Rate
This metric shows the percentage of resolved incidents out of the total number of incidents reported within a given timeframe.
This KP! measures the number of incidents that reoccur, highlighting potential weaknesses in the organization’s incident management process or underlying systems.
Incident Escalation Rate
This KPI tracks the percentage of incidents requiring escalation to higher-level support tiers or teams, indicating potential gaps in knowledge or skills within first-line support.
Unresolved incidents metric: shows current open incidents, indicating incident management effectiveness and workload.
Cost Per Incident
This KPI measures the average cost of managing and resolving an incident, including labor, materials, and any other expenses incurred during the incident management process.
This KPI indicates the satisfaction levels of customers affected by incidents, capturing their overall experience with the organization’s incident management and response process.
Percentage Of Major Incidents
Major incident ratio: assesses proportion of major incidents to total, indicating severity and impact on incident management.
Incident Volume By Category
This metric provides insights into the types of incidents that frequently occur, allowing organizations to identify trends, prioritize resources, and plan preventive actions.
Root Cause Analysis Completion Rate
Root cause analysis completion rate: measures percentage of incidents analyzed, reflecting effective identification and resolution of underlying issues.
Frequently Asked Questions
What is the purpose of Incident Management KPIs?
Which Incident Management KPIs are considered most important in assessing incident management performance?
How can Mean Time to Resolution (MTTR) help in improving incident management processes?
What does the First Contact Resolution (FCR) rate indicate?
How can organizations effectively use Customer Satisfaction as a KPI for incident management?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.