INCIDENT MANAGEMENT REPORTING
Incident Management (IM) is highly visible to thebusiness, and it is therefore critical to demonstrateits value than most areas in Service Operation.One of the main Objectives of ITIL IncidentManagement, is to ensure the possible level of service quality and availability are maintained.Service improvement must focus on to increasethe efficacy and optimize the cost of services andthe underlying incident management process. Forhighlighting improvement, establishment of reporting at each level: strategic goals andobjectives, tactical incident management processmaturity, and operational incident managementmetrics and KPIs, is necessary. But, their reportingneeds are diffirent. This is difficult to achieve with reportingmechanism of ITSM tools used byorganizations as they have transactionaldatabases that are limited to operational levelreporting. But to analyze data and compile it tomake it representable at strategic or tacticallevels, organizations need an OLAP basedreporting system like MetricEdge.MetricEdge (BI for ITSM) offers ITIL, ISO 20000 KPIsand Metrics based incident managementdashboards and information reports that enablebusiness users with insights & intelligence onincidents from end to end IT Services to individualConfiguration Items (CIs), hence, facilitate inbenchmarking & continual service improvement(CSI) of overall IM process.
Few of the Incident Management KPIsoffered by MetricEdge are mentioned below:Incident Management CriticalSuccess Factor (CSF)Incident Management Key Performance Indicators(KPIs)
Resolve incidents as quickly as possibleminimizing impacts to the businessMean elapsed time to achieve incident resolution orcircumvention, broken down by impact codeBreakdown of incidents at each stage (e.g. logged, work inprogress, closed etc.)Percentage of incidents closed by the service desk withoutreference to other levels of support (often referred to as‘first point of contact’)Number and percentage of incidents resolved remotely,without the need for a visitNumber of incidents resolved without impact to thebusiness (e.g. incident was raised by event managementand resolved before it could impact the business)Maintain quality of IT services Total numbers of incidents (as a control measure)Size of current incident backlog for each IT serviceSize of current incident backlog for each IT service
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