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Incident Management
Coordinate the rapid restoration of services.
The leaders who work most effectively, it seems to me, never say “I.” And that’s not because they have trained themselves not to say “I.” They don’t think “I.” They think “we”; they think “team.” They understand their job to be to make the team function. They accept responsibility and don’t sidestep it, but “we” gets the credit. This is what creates trust, what enables you to get the task done.
- Peter Drucker
Measures
- Percent of incidents resolved by first line support
- Average call time with no escalation
- Response time by priority
- Average time for second level support to respond
- Average time to restore service
- Percent of incidents reassigned
- Percent of incidents mis-categorized
- Customer satisfaction
- Percent of incidents that are service requests
- percent of proactively solved incident (prior to customer impact)
Reference
Perspectives - Coming soon
Key Performance Indicators (KPIs) - Coming soon
Incremental improvement - Coming soon
Data Sources - Coming soon
Integration - Coming soon
Related Information
