This documentation supports the 9.0 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Out-of-the-box Incident Management KPIs

The incident management KPI reports allow users to view key incident management reports to calculate performance. The reports can be based on any, all or none of the four dimensions documented below.

The following Incident Management KPIs are provided out-of-the-box. You can use these KPIs to create reports.

KPI nameDescriptionDimension 1Dimension 2Dimension 3Dimension 4Flashboard Variable
Incident Submitted

View the volume of incidents being reported.

PriorityAssigned Group CompanyServiceHPD:INC:Incidents_Submitted
Major Incidents

View the volume of critical incidents being reported.

PriorityAssigned Group CompanyServiceHPD:INC:Major_Incidents
Incidents Met SLA

View the volume of incidents resolved within the defined SLA.

PriorityAssigned Group CompanyServiceHPD:INC:Incidents_Met_SLA
MTTR

View the average time taken to resolve an incident.

PriorityAssigned Group CompanyServiceHPD:INC:MTTR
Reopened Incidents

View the volume of re-opened incidents.

PriorityAssigned Group CompanyServiceHPD:INC:Reopened_Incidents
Average Age of Open Incidents

View details of the time for which incidents have been open.

PriorityAssigned Group CompanyServiceHPD:INC:Incident_Age_of_Open_Incidents
Overdue Incidents

View the volume of incidents which have breached their SLAs.

PriorityAssigned Group CompanyServiceHPD:INC:Overdue_Incidents
FCR

View the incidents which have not been escalated.

PriorityAssigned Group CompanyServiceHPD:INC:FCR
Reassigned Incidents

View the volume of reassigned incidents.

PriorityAssigned Group CompanyServiceHPD:INC:Reassigned_Incidents
Resolved Incidents

View the volume of resolved incidents.

PriorityAssigned Group CompanyServiceHPD:INC:Resolved_Incidents
Open Incidents

View the volume of open incidents.

PriorityAssigned Group CompanyServiceHPD:INC:Open_Incidents
Closed Incidents

View the volume of closed incidents.

PriorityAssigned Group CompanyServiceHPD:INC:Closed_Incidents
% Incidents Met Resolution SLA 

View the percentage of incidents that met their SLA

PriorityAssigned Group CompanyService 
% of Major Incidents

View the percentage of critical incidents.

PriorityAssigned Group CompanyService 
% of Reopen Incidents

View the percentage of reopened incidents.

PriorityAssigned Group CompanyService 
% of Overdue Incidents

View the percentage of incidents that have breached their SLA.

PriorityAssigned Group CompanyService 
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Comments

  1. Nivedita Roy

    how to generate month wise % of critical incidents

    Sep 04, 2016 06:41
  2. Nivedita Roy

    How to generate month wise % of critical incidents?

    Sep 04, 2016 06:42
    1. Sirisha Dabiru

       Hi Nivedita Roy,

      Will check and get back to you.

       

      Regards,

      Sirisha

       

      Sep 08, 2016 04:46
    1. Sirisha Dabiru

      Hi Nivedita Roy,

       

      Please watch the video Creating a report available on https://docs.bmc.com/docs/display/public/itsm90/Creating+a+custom+report+using+BMC+Remedy+Smart+Reporting. This video explains how to create an Incident Management report.

       

      Regards,

      Sirisha

      Sep 13, 2016 02:54