Indicators for IT Incident Management

Key Performance Indicators for IT Incident Management

The indicators that are the basis for making important decisions are called Key Performance Indicators (KPIs). Listed below are some of the KPIs for effective IT incident management.

Average decision time
The average time it takes to resolve an incident.

Average response time
The average time it takes to respond to each incident.

SLA Compliance Percentage

The number of incidents resolved in accordance with the requirements of the SLA, in percent.

Percentage of operational decisions
The number of incidents that were resolved promptly, in percent.

Number of repeat incidents
The number of identical incidents registered during the specified time period.

Percentage of reopenings
Percentage of resolved incidents that were reopened.

Incident Backlog

The number of incidents waiting in the queue for which no resolution has been provided.

Percentage of major incidents
The number of major incidents out of the total number of incidents.

The cost of one application
Average cost per application.

End user satisfaction
The number of end users or customers who are satisfied with the IT services provided to them.

Benefits of ITIL Incident Management
By establishing a proper ITIL incident management process, you gain the following capabilities:

Storing all reported IT incidents in a central repository.

Automatic classification of IT incidents based on parameters such as priority, urgency, impact, and department.
Map relevant SLAs to IT Incident Requests.
Assign tickets to technicians or support teams to investigate the issue.
Identify solutions or workarounds for incidents.
Documenting decisions in a knowledge base for future reference.
Create interactive dashboards and reports based on help desk data to analyze how to effectively resolve incidents.
Best Practices for Successful ITIL Incident Management
Offer multiple ticket creation models, including email, phone, or self-service portal.

Publish custom forms to efficiently collect information about IT incidents.

Set up automatic classification and prioritization of IT incidents based on ticket criteria.
Associate SLAs with IT incidents based on ticket parameters such as ticket priority.
If all technicians have the same level of knowledge and skills, they can be automatically assigned tickets based on algorithms such as load balancing and round robin.

Link IT asset data, IT issues, and IT changes to IT incident tickets.

Ensure that incidents are closed only after a proper resolution has been provided. To do this, get confirmation from the end user and apply the appropriate close codes.
Set up a communication process with the end user at each stage of the IT incident management life cycle.
Create a knowledge base and constantly update it with relevant solutions.
Provide end users and technicians with role-based access based on the complexity of the solutions.
Create unique workflows for handling major incidents.

List of IT incident management software features

When choosing a ticketing system or IT help desk software, it is important to pay attention to the presence of certain functions that affect the effective management of IT incidents. The following are some of the features to look out for when choosing an incident management software:

Central repository for logging and issue tracking.
Automatic creation of incidents by email, chat, SMS and many other ways.
Automatic redirection of requests, their classification, closure of incidents and much more.
Automatically prioritize incidents based on their impact and urgency.
Communication by e-mail and SMS directly in the application.
Customizable and ready-made forms and templates.
Priority matrix to prioritize requests based on their impact and urgency.
Custom scripts for integration with external applications.

Ability to create multiple tasks for each incident.

Customizable rules to automatically start tasks and redirect incidents.
Robust management of SLAs regarding the provision of answers and solutions.
Possibility to pause the SLA timer for a certain period of time.
Ability to link incidents to other modules, including issues and changes.
The ability to link incidents to related issues or convert incidents to issues or changes.
A self-service portal for users where they can register their claims.