This documentation supports the 9.1 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

Open Incidents Older Than 10 Days

View the number incidents which are open for the past 10 days.PriorityAssigned Group CompanyServiceHPD:INC:Open_Incidents_OlderThan_10_Days
Open Incidents Older Than 30 DaysView the number incidents which are open for the past 30 days.PriorityAssigned Group CompanyServiceHPD:INC:Open_Incidents_OlderThan_30_Days

Resolved Incidents - With Service Target Breached

View the number of resolved incidents which breached the service target.PriorityAssigned Group CompanyServiceHPD:INC:Resolved_SVT_Breached_Incidents

Open Incidents - Within Service Target

View the number of open incidents which are within the service target.PriorityAssigned Group CompanyServiceHPD:INC:Open_Incidents_Within_SVT

Open Incidents - With Service Target Breached

View the number of open incidents which breached the service target.PriorityAssigned Group CompanyServiceHPD:INC:Open_Breached_Incidents
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 in minutes 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 volume of incidents that are resolved by the first assignee.

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 
Was this page helpful? Yes No Submitting... Thank you

Comments