Incident Management – North America – Insourced

Report Number:
IM-NA-IN-0723

Number of data records in report:
30

Number of KPIs in report:
19

Report Production Date:
July 2023

Currency Units:
US Dollars $

Cost Metrics
Cost per Incident

Service Level Metrics
Average Incident Response Time (minutes)
Average Incident Resolution Time (hours)
% of Closed Incidents that Meet or Exceed all Service Levels
Same Day Resolution

Quality Metrics
Customer Satisfaction
% of Incidents Resolved at Level 1
% of Incidents Resolved on First Assignment
Average Age of Open Incidents (hours)
% of Incidents Reassigned at Least Once
% of Incidents Resolved by Self Service
% of Incidents Unresolved
Ticket Quality

Workload Metrics
Average Daily Incident Volume
Average Number of Open Incidents
Average Days of Open Incidents
Major Incidents as a % of all Incidents
Average Incident Handle Time (minutes)
Incidents per User per Month