KPI for Measuring of Resolution time posted in category ITIL

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KPI details:

This indicator is for measuring of resolution time on the incident management process; More details: When a Resolution is shared with several teams how to assemble the resolution time.

KPI Units: %

KPI Time Frame: update once a month

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Ideas suggested by WinningKPI community:

Here are comments:

In order to be able to measure the resolution time you will need systems in place that log the time taken to resolve the issue. Using this information, the KPI can be a simply measure of time from when the incident has been raised to the time is has been closed.

KPI: Average Incident Resolution Tine / Closure duration

Formula: Total time from when the incidents raised to when they were closed/ Total number of incidents resolved/closed

However, if your aim is to have a clearer picture of how long it took to resolve the incident and how that time was distributed, you may choose to put in place a database system that logs all activities per team.
Based on this you could measure the time of the incident resolution per parts. For instance, you could measure time it took from when the incident happened to when the resolution task initiated. Then you may measure time to assess the issue, time to be redirected to the qualified department, time of the qualified department to resolve it.
You can then set benchmark time periods for all these stages (stages are highly dependent on type of incident, type of organisation etc.) and measure KPIs against it.
Further on, you may calculate:

Total time to forward incident to relevant department / Total resolution time x 100

Total time from incident awareness to when the incident was raised / Total resolution time x 100
Oana Boteanu | + | September 29, 2012 at 7:31 pm

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