Scribd Logo
Upload

Welcome to Scribd!

  • 117 views

    Incident Management KPI

    Uploaded by

    Thuya
    The document describes an incident management system with a simple priority coding system based on urgency and impact. It assigns priority codes from 1 to 5, with 1 being the highest priority requiring resolution within 1 hour, and 5 being the lowest priority for planning. It then outlines key performance indicators (KPIs) for measuring the business impact, quality of IT services, customer satisfaction index (CSI), visibility and communication between business and IT staff, management activity and priority of business, and maintaining standard procedures.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd

    Incident Management KPI

    Uploaded by

    Thuya
    117 views3 pages
    The document describes an incident management system with a simple priority coding system based on urgency and impact. It assigns priority codes from 1 to 5, with 1 being the highest priority requiring resolution within 1 hour, and 5 being the lowest priority for planning. It then outlines key performance indicators (KPIs) for measuring the business impact, quality of IT services, customer satisfaction index (CSI), visibility and communication between business and IT staff, management activity and priority of business, and maintaining standard procedures.

    Original Description:

    Incident Management KPI

    Copyright

    © © All Rights Reserved

    Available Formats

    XLSX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document describes an incident management system with a simple priority coding system based on urgency and impact. It assigns priority codes from 1 to 5, with 1 being the highest priority requiring resolution within 1 hour, and 5 being the lowest priority for planning. It then outlines key performance indicators (KPIs) for measuring the business impact, quality of IT services, customer satisfaction index (CSI), visibility and communication between business and IT staff, management activity and priority of business, and maintaining standard procedures.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    117 views3 pages

    Incident Management KPI

    Uploaded by

    Thuya
    The document describes an incident management system with a simple priority coding system based on urgency and impact. It assigns priority codes from 1 to 5, with 1 being the highest priority requiring resolution within 1 hour, and 5 being the lowest priority for planning. It then outlines key performance indicators (KPIs) for measuring the business impact, quality of IT services, customer satisfaction index (CSI), visibility and communication between business and IT staff, management activity and priority of business, and maintaining standard procedures.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    of 3

    Incident Management

    Simple priority coding system


    Impact
    Urgency High Medium Low
    High 1 2 3
    Medium 2 3 4
    Low 3 4 5

    Priority Code Description Target resolution time


    1 Critical 1 Hour
    2 High 8 Hours
    3 Medium 24 Hours
    4 Low 48 Hours
    5 Planning Planning
    Management KPI v1.0
    1. Business Impact

    1.1 Incident Resolution Time


    1.2 Stage of Incident
    1.3 1st Level Support achievement
    1.4 Incident solved remotely
    1.5 Incident without impact to business

    2. Quality of IT services

    2.1 Total numbers of incidents


    2.2 Size of incident for each IT services
    2.3 Number and percentage of major incident for each IT services

    3. CSI (Customer Satisfaction Index)

    3.1 Survey score


    3.2 Percentage of satisfaction surveys answered versus total number of satisfaction

    4. Visibility and communication between business and IT staf

    4.1 Number of business users incident


    4.2 Number of business users complaint about quality of incident communication

    5. Management Activity and priority of business

    5.1 Percentage of incident handled by agreed with SLA


    5.2 Average cost per incident

    6. Maintain Standard Procedure

    6.1 Number and percentage of incidents incorrectly assigned


    6.2 Number and percentage of incidents incorrectly categorized
    6.3 Number and percentage of incidents processed per service desk agent
    6.4 Number and percentage of incidents related to changes and releases
    al number of satisfaction surveys sent

    nd IT staf

    cident communication

    vice desk agent


    and releases

    You might also like