KPIs
Incident Created
The total number of service incidents created in the selected period. This KPI monitors the volume of reported service issues, track incident activity levels, and evaluate overall service support demand for the organization.
Open Incidents
The total number of service incidents that are open in the selected period. This KPI monitors active service issues, track pending incident workload, and evaluate the efficiency of incident resolution processes.
Incidents Closed
The total number of resolved and closed service incidents in the selected period. This KPI evaluates incident resolution performance, monitor service support efficiency, and track the ability of organization to complete and close reported service issues.
Avg Resolution Time (Days)
The average number of days to resolve and close service incidents in the selected period. This KPI evaluates incident resolution efficiency, measure service responsiveness, and identify opportunities to improve support turnaround time and operational performance.
Escalated Incidents
The total number of service incidents escalated after the initial support in the selected period. This KPI monitors critical or unresolved issues that require additional attention, track escalation trends, and the effectiveness of incident management and resolution processes.
Incident Solved Within SLA %
The percentage of closed service incidents that are resolved in the agreed service level agreement (SLA) timeframe. This KPI measures service compliance, evaluates responsiveness, and monitors the ability of organization to meet committed resolution timelines.
Overdue Incidents
The total number of service incidents that are past the SLA due date and remain unresolved. The KPI identifies delayed incident handling, monitors SLA compliance risks, and evaluates areas requiring operational attention to improve service response and resolution performance.