Incident-related KPIs

[Lhora Alvarez]

Hello community!

I'm reading about how to compute the vendor score and I stumble upon its example on this <link>.
I have a question for the following KPIs:

• Number of New Incidents
• Number of Open Incidents

I understand that there is a field called "Direction" on the Indicator form, wherein the Direction for the above KPIs are set to "Minimize". But I am confused on the results of the indicator score.

Does generating new or open incidents result to a higher KPI score? What is the implication? How does the Direction field affect the calculated score?

[AndersBGS]

Hi @Lhora Alvarez ,

I assume you are referring to the direction on a indicator within the performance analytics - correct? If yes, then the direction is set to color the score of the indicator. If you chose minimize, the score will be green if there come less incidents and red if there comes more incidents than last snapshot.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Lhora Alvarez]

I understand that point.

But I'm referring more on the indicator score. How does the number of incidents contribute to the score?
For example, here are the number of incidents: 

• Current week: 20
• Next week: 30

If the indicator score for the current week is 80%, what will be the indicator score for next week? Will it go higher?

If so, what happens if the indicator score for the current week is already 100%? Does the indicator score stay at 100% for next week's value?

[AndersBGS]

Hi @Lhora Alvarez ,

As you are referring to a percentage calculation, do you have put a formula indicator behind the automated indicator? Have you already configured a indicator score? If yes, what is the current output? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Lhora Alvarez]

I am referring to an OOB indicator called "Number of open incidents".
I haven't tried to execute or modify the indicator. 

I have limited experience with KPIs so I'm searching for further explanation. I'm curious on how the number of incidents will affect the indicator.
Because on this example, the "Number of New incidents" has a score of 88.5% but the "Number of Open incidents" has a score of 100%.
What factors does the score depend on?

I also found the score sheet but I'm not sure if my understanding is correct.
As the "Number of New incidents" indicator is limited to "New" incidents; and based on the scoresheet, there are only 20 New incidents. Does this mean that the score is basically the percentage of that number to the overall number of incidents (new incident/total incidents)?

For example: 20/50X100 =  40% → So, KPI score is 40%???