Analyzing key performance indicators must be every ServiceDesk's best approach for successful results.
Many of us have heard of this business adage, "You can't manage what you don't measure." This is particularly true in IT Service Management. KPIs are crucial for any industry but they're meaningless if you don't have benchmarks to compare them to. By measuring KPIs over time based on industry standards and goals, you can pinpoint areas of your IT Service Management process that need improvement.
Quantifying effective performance measurement is not just a necessity, but a prerequisite for effective decision making in an organization.
In this post, I'm going to describe the top incident management KPIs that matter the most to any industry.
Average resolution time
The average time taken to resolve an incident. This shows you how efficient your technician is at resolving an incident.
Average initial response time
The average time taken to respond to each incident. This shows you how efficient your technician is at responding to an incident.
SLA compliance rate
The percentage of incidents resolved within the defined SLA.
First call resolution rate
Percentage of incidents resolved in the first call.
Incidents handled without escalation
Escalated incidents are the total number of incidents that had to be resolved by Level 2 or 3 team members. An increase could suggest skills gaps for front line team members.
Incidents With No Known Resolution
Reporting on the number of incidents that couldn't be resolved with known interventions is one of the more critical metrics to track. This can reveal technician's skills gaps or holes in your knowledge management.
The number of identical incidents logged within a specific time frame.
The percentage of resolved incidents that were reopened.
The number of incidents that are pending in the queue without a resolution.
Percentage of major incidents
The number of major incidents compared to the total number of incidents.
Average cost per Incident
The average expense pertaining to each ticket.
User Satisfaction rates
The ratio of the number of users who were satisfied with the IT services delivered to them which is an essential indicator of user satisfaction.
Check our previous article that describes the Effectiveness of Multi-Channel Support for your Employees and Customers.