Incident and Problem Management KPIs

This topic lists the Incident Management and Problem Management key performance indicators.

Incident Management KPIs

KPI name

Description of graph content

Incidents Resolved

  • The number of closed incident requests with the Service Type field set to User Service Restoration and that were resolved without escalations.
  • The total number of closed incidents.

Rejected Solutions

  • The number of times that an incident request was reopened because its solution was not accepted.
  • The total number of resolved incident requests.

Incident Backlog

The number of incident requests that do not yet have their Status field set to Resolved, Closed, or Canceled.

Service Desk Resolutions

  • The number of incident requests that were registered and resolved at the service desk without assistance from another group.
  • The total number of incident requests registered by service desk analysts.

Problem Management KPIs

KPI name

Description of graph content

Incidents Reported

The number of registered incident requests with the Service Type set to User Service Restoration or Infrastructure Restoration.

Problem Backlog

The total number of problem investigations that do not have their Status field set to Closed.

Problem Management Activity

  • The number of new problems identified.
  • The number of solved problems (that is, the number of problem investigations with their Status field set to Closed).

 

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