Out-of-the-box Incident Management KPIs
With the Incident Management KPI reports, you can view key Incident Management reports to calculate performance. The reports can be based on any, all, or none of the four dimensions listed below.
The following Incident Management KPIs are provided out of the box, and you can use these KPIs to create reports.
KPI name | Description | Dimension 1 | Dimension 2 | Dimension 3 | Dimension 4 | Flashboard Variable |
|---|---|---|---|---|---|---|
Open Incidents Older Than 10 Days | View the number incidents which are open for the past 10 days. | Priority | Assigned Group | Company | Service | HPD:INC:Open_Incidents_OlderThan_10_Days |
Open Incidents Older Than 30 Days | View the number incidents which are open for the past 30 days. | Priority | Assigned Group | Company | Service | HPD:INC:Open_Incidents_OlderThan_30_Days |
Resolved Incidents - With Service Target Breached | View the number of resolved incidents which breached the service target. | Priority | Assigned Group | Company | Service | HPD:INC:Resolved_SVT_Breached_Incidents |
Open Incidents - Within Service Target | View the number of open incidents which are within the service target. | Priority | Assigned Group | Company | Service | HPD:INC:Open_Incidents_Within_SVT |
Open Incidents - With Service Target Breached | View the number of open incidents which breached the service target. | Priority | Assigned Group | Company | Service | HPD:INC:Open_Breached_Incidents |
Incident Submitted | View the volume of incidents being reported. | Priority | Assigned Group | Company | Service | HPD:INC:Incidents_Submitted |
Major Incidents | View the volume of critical incidents being reported. | Priority | Assigned Group | Company | Service | HPD:INC:Major_Incidents |
Incidents Met SLA | View the volume of incidents resolved within the defined SLA. | Priority | Assigned Group | Company | Service | HPD:INC:Incidents_Met_SLA |
MTTR | View the average time taken to resolve an incident. | Priority | Assigned Group | Company | Service | HPD:INC:MTTR |
Reopened Incidents | View the volume of re-opened incidents. | Priority | Assigned Group | Company | Service | HPD:INC:Reopened_Incidents |
Average Age of Open Incidents | View details of the time in minutes for which incidents have been open. | Priority | Assigned Group | Company | Service | HPD:INC:Incident_Age_of_Open_Incidents |
Overdue Incidents | View the volume of incidents which have breached their SLAs. | Priority | Assigned Group | Company | Service | HPD:INC:Overdue_Incidents |
FCR | View the volume of incidents that are resolved by the first assignee. | Priority | Assigned Group | Company | Service | HPD:INC:FCR |
Reassigned Incidents | View the volume of reassigned incidents. | Priority | Assigned Group | Company | Service | HPD:INC:Reassigned_Incidents |
Resolved Incidents | View the volume of resolved incidents. | Priority | Assigned Group | Company | Service | HPD:INC:Resolved_Incidents |
Open Incidents | View the volume of open incidents. | Priority | Assigned Group | Company | Service | HPD:INC:Open_Incidents |
Closed Incidents | View the volume of closed incidents. | Priority | Assigned Group | Company | Service | HPD:INC:Closed_Incidents |
% Incidents Met Resolution SLA | View the percentage of incidents that met their SLA | Priority | Assigned Group | Company | Service |
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% of Major Incidents | View the percentage of critical incidents. | Priority | Assigned Group | Company | Service |
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% of Reopen Incidents | View the percentage of reopened incidents. | Priority | Assigned Group | Company | Service |
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% of Overdue Incidents | View the percentage of incidents that have breached their SLA. | Priority | Assigned Group | Company | Service |
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