Incident Management indicators
Indicators included in the Performance Analytics Incident Management content packs: com.snc.pa, com.snc.pa.itsm_dashboards, com.snc.pa.itsm_dashboards.
| Indicator | Version introduced |
|---|---|
| Average age of last update of open incidents | Pre-Kingston |
| % of open incidents reassigned at least once | Pre-Kingston |
| Number of incidents not solved | Pre-Kingston |
| Number of new incidents | Pre-Kingston |
| % of open incidents not updated in last 30 days | Pre-Kingston |
| % of open overdue incidents | Pre-Kingston |
| Number of open incidents not updated in last 5 days | Pre-Kingston |
| Summed duration of closed incidents | Pre-Kingston |
| Summed age of last update of open incidents | Pre-Kingston |
| Number of open incidents | Pre-Kingston |
| Average close time of incidents | Pre-Kingston |
| Average re-assignment of open incidents | Pre-Kingston |
| Number of incidents resolved on the same day opened | Pre-Kingston |
| % of incidents resolved on same day opened | Pre-Kingston |
| Number of open incidents not updated in last 30 days | Pre-Kingston |
| Number of closed incidents | Pre-Kingston |
| Average resolution time of resolved incidents | Pre-Kingston |
| Summed duration of resolved incidents | Pre-Kingston |
| Summed age of open incidents | Pre-Kingston |
| Incident backlog growth | Pre-Kingston |
| Number of open overdue incidents | Pre-Kingston |
| Summed re-assignment of open incidents | Pre-Kingston |
| % of incidents closed by self-service | Pre-Kingston |
| Number of incidents closed by self-service | Pre-Kingston |
| % of new critical incidents | Pre-Kingston |
| % of incidents resolved without reassignment | Pre-Kingston |
| Number of resolved incidents | Pre-Kingston |
| % of incidents not solved | Pre-Kingston |
| Number of resolved incidents by first assigned group | Pre-Kingston |
| % of incidents resolved by first assigned group | Pre-Kingston |
| Average age open incidents | Pre-Kingston |
| Number of reassigned open incidents | Pre-Kingston |
| % of open incidents not updated in last 5 days | Pre-Kingston |
| % of open incidents missed SLA | Kingston |
| % of open incidents with problem | Kingston |
| % of overdue requested items | Kingston |
| Active Major Incidents | Kingston |
| Closed workload | Kingston |
| ITSM average overall customer satisfaction | Kingston |
| ITSM normalized satisfaction score | Kingston |
| ITSM survey instances | Kingston |
| Major Incidents Opened Today | Kingston |
| New workload | Kingston |
| Number of incidents missed SLA | Kingston |
| Number of open changes planned in the next 7d | Kingston |
| Number of open incident unassigned | Kingston |
| Number of open incidents with problem | Kingston |
| Number of resolved major incidents | Kingston |
| Open workload | Kingston |
| Summed duration of resolved Major incidents | Kingston |
| Workload backlog growth | Kingston |
| Number of Resolved Incidents with Breached SLAs | Madrid |
| ITSM survey instances | Madrid |
| % Closed Requests with Breached SLA | Madrid |
| % of open incidents missed SLA | Madrid |
| Predicted Average Cost of Open Incidents | Madrid |
| % Resolved Incidents with Breached SLA | Madrid |
| Average Cost per Request | Madrid |
| Number of open changes planned in the next 7d | Madrid |
| Closed workload | Madrid |
| Number of open incidents with problem | Madrid |
| Number of open incident unassigned | Madrid |
| Number of active task SLA | Madrid |
| Active Breached SLAs Today | Madrid |
| Number of requests closed after due date | Madrid |
| Number of Closed Requests with Breached SLAs | Madrid |
| Workload backlog growth | Madrid |
| Cost of Incidents Resolved | Madrid |
| ITSM normalized satisfaction score | Madrid |
| ITSM Average Overall Customer Satisfaction | Madrid |
| % of overdue requested items | Madrid |
| Open workload | Madrid |
| Cost of Requests Completed | Madrid |