ITIL Metrics in Incident Management

ITIL Metrics are measurements that quantitatively and qualitatively evaluate the performance of incident management operations. As there is a saying “If you can’t measure, you can’t manage”, hence measuring incident management operations is very much necessary to drive improvements focusing on customer satisfaction, increasing efficiency, and effectiveness in operations. The incident management metrics objective is to adhere to SLA's.

Metrics for any IT/ Business process should drive the strategy of the organization, help the management make decisions, and drive towards the goals, objectives, and priorities of the company. The primary objective of incident management metrics is to ensure that the operations are been carried out to provide good customer satisfaction and adhere to defined SLA’s.

 Incident Management Metrics

Customer satisfaction %

Helps us understand what the end-user/ customer feels about the service provided. It is the most important metric for incident management operations.
Threshold value: <6
Target value: 8
Possible values: 0-10

Number of incidents logged

Helps us understand the number of incidents logged in the ITSM tool.
Threshold value: None
Target value: None
Possible values: None

Number of major incidents

Major Incidents that have been critical to business operations, which have incurred huge financial losses/ reputation. It will help us understand the financial loss.
Threshold value: As per the defined SLA
Target value: As per the defined SLA
Possible values: As per the defined SLA

Number of recurring incidents

Incidents that are occurring again and again. It shows the inefficiency of resolutions provided by incident management staff and problem management staff.
Threshold value: As per the defined SLAs
Target value: As per the defined SLAs
Possible values: As per the defined SLAs

Number of incidents that needed onsite human resources intervention

Incidents that needed human presence at the site or machines or systems. This metric provides an opportunity to automate operations.
Threshold value: As per the defined SLAs
Target value: As per the defined SLAs
Possible values: As per the defined SLAs

% of first-time fixes

Incidents that are resolved in the first attempt, shows the efficiency and effectiveness of the incident management staff in resolving the issues without reopening the incidents.
Threshold value: 75%
Target value: 90%
Possible values: 0-100%

Number of incidents that are assigned to wrong functions

When calls are registered in the ITSM tool, they are assigned to some assignment groups for resolution. This metric shows how accurately the incidents are been assigned.
Threshold value: As per the defined SLAs
Target value: As per the defined SLAs
Possible values: As per the defined SLAs

Number of calls resolved by L1 support

The incident management function would have layers of support teams like L1/ L2/ L3; this metric shows the efficiency of L1 support by the number of calls resolved.
Threshold value: As per the defined SLAs
Target value: As per the defined SLAs
Possible values: As per the defined SLAs

Number of calls escalated to L2 support

The incident management function would have layers of support teams like L1/ L2/ L3; this metric shows the efficiency of L2 support by the number of calls resolved.
Threshold value: As per the defined SLAs
Target value: As per the defined SLAs
Possible values: As per the defined SLAs

Meantime between system incidents

This metric defines the meantime between system incidents.
Threshold value: As per the defined SLAs
Target value: As per the defined SLAs
Possible values: As per the defined SLAs