Incident Management KPI (Key Performance Indicators)

Measurement is important across all stages of ITIL life cycle. Each process has metrics that should be monitored & reported to effectively evaluate the overall performance. Continuous Service Improvement process necessitates that the performance of each process be measured to identify areas of improvement.

Typical Incident Management metrics  

  • Total Number Incidents reported (per category, priority, person, organizational unit, etc.)
  • Status of Incidents
  • Resolution Time
  • SLA (service level agreement) of every Incident created (reached, breached)
  • Average cost per Incident
  • Incident Reoccurrence rate
  • Incidents handled before escalation
  • First call resolution
  • Configuration Items experiencing recurring Incidents
  • Incidents peak time


Incident Management KPIs should be related to Critical Success Factors (CSF) and CSFs should be related to objectives. This relationship always helps to keep a track of maintaining current state and aim to improve to desired state. Although each organization is unique, relevant reports of users, staff and management always helps important decisions that can be used to improve both the processes and the business as a whole.

Best Practices for Implementing Incident Management ITIL

Adopting ITIL framework within an organization can be an unsettling task. In any ITIL process, Incident Management implementation requires support from whole organization from executives and upper management. At the initial stage of adoption process, it’s important to have at least one executive dedicated to the overall project management & orchestration of adherence to implement the standard practices of Incident Management. It is also extremely recommended to have an IT service management (ITSM) tool in place that will support ITIL processes, also a Service Desk acting as the primary interface with the IT department.

1) Understand the current Incident Management process flow

Although an organization does not have a consistent process for handling incidents, or have a less sophisticated one in place. Either way, it is very important to map the existing process as well as the best possible.  This helps to understand what the existing Service Desk process offers.

2) Identify long-term Incident Management process vision

It is always important to understand what an organization expects from the Incident Management process ITIL. The expectations may be based on generic Incident Management templates included with the ITSM tool or a more custom process based on the organization’s own specific needs.

3) Conduct a gap analysis

Identifying what must be adjusted between the organization’s current Incident Management process and long-term vision for Incident Management team is an important task to achieve or adapt ITIL framework. This will arm you with valuable information about the effort, time, money & resources necessary to achieve your Incident Management objectives and service goals.

4) Create an implementation road map

Adopting an ITIL process will take time to develop, and a road map is to be in place to help set expectations for management. Use that road map to describe the activities, timeframe & efforts necessary to deliver. This roadmap should include quick wins, tool implementations, process changes, people/organization enablement, communication plans and overall governance changes.

5) Begin project implementation

When it’s time for implementation, create a project plan that defines the actions and tasks, responsibilities & time line for completion of all tasks. Keep posted and updated successes along the way as you achieve each milestone, demonstrating your progress towards your ultimate implementation goal.