Key process indicators

The incident management process has a number of key process indicators. These key process indicators should cover the progress of implementing the process across the service provider organization, compliance with the process policies, the effectiveness of producing the process deliverables, and the efficiency of the execution. A balanced set of metrics will ensure that the process is being measured appropriately and the key areas are covered. Some examples of key process indicators are contained in the following list:

• The total number of incidents as a control measure
• The number of incidents without documentation for investigation, diagnosis, resolution, or restoration
• The number of major incidents and percentage of major incidents compared to all incidents recorded
• The number and percentage of incidents closed within an agreed target time
• The number and percentage of incidents misassigned
• The number and percentage of incidents resolved...