KPIs for an Incident Manager

A key performance indicator (KPI) for a process is an indicator that tells you how the process is running – whether it is going the way it was intended or not. For an incident manager too, there are KPIs that reflect on the performance of the incident manager.

The KPIs that I am about to share can be readily plugged into the performance appraisal system for incident managers.

Read the blogpost on KPIs for a better understanding on what the term stands for, and how exactly it must be set.

  • Percentage decrease in time taken to resolve incidents – the time that is taken to resolve incidents must reduce on a regular basis.
  • Percentage increase in incidents resolved within target resolution time – number of incidents that get resolved within target resolution time must increase over a period of time.
  • Percentage decrease in the backlog of incidents – the number of backlog incidents must decrease over time.
  • Percentage increase of customer satisfaction for handling incidents – customer satisfaction must increase over time.
  • Percentage decrease in customer complaints over poor quality communications – customer complaints over poor quality of communication must reduce from time to time

The five KPIs that I have mentioned here is just the tip of the iceberg. A process manager can come up with a lot more depending on the account that is being handled.

If you need support on KPIs, comment and ask away!

If you prefer to hear this out with the aid of presentations, check out the video below.

Abhinav Kaiser

Abhinav Kaiser is an author and a management consultant. He has authored Reinventing ITIL in the Age of DevOps, Become ITIL Foundation Certified in 7 Days and Workshop in a Box: Communication for IT Professionals. He works as an agile/devops coach in one of the top consulting firms. He advises businesses, organizations and enterprises in the areas of DevOps, IT service management and agile project management frameworks.

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