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The Incident management process is responsible for managing and resolving Incidents (service disrupting events) that are reported to the Service desk process. IM will try to match incoming incidents with known errors and related workarounds in order to provide a solution for the costumer. Frequently occurring Incidents without a known cause are escalated to the Problem
management process.
KPIs in ‘ITIL Incident management’
Average time (e.g. in hours) between the occurrence of an incident and its resolution.
Listed in: Systems, Database, Network, ITIL Incident management, IT Service Levels, Application, Web Hosting, Telephony, Maintenance, Email, Storage, Backup, ASL Incident management, MOF Incident Management, VRM Process Performance, VRM Support, IT Incident & Problem
Tags:
repair, time, duration, device, equipment, incident, solution, resolution, maintenance
Percentage of outage (unavailability) due to incidents in the IT environment, relative to the service hours.
Listed in: Systems, Database, Network, ITIL Incident management, Application, ITIL Availability management, Web Hosting, Telephony, Cobit Manage Operations, Email, Storage, ASL Incident management, ASL Availability management, MOF Availability Management, MOF Incident Management, IT Availability, IT Incident & Problem
Tags:
outage, unavailability, availability, incident, unplanned, planning
Number of incidents closed within the allowed duration time-frame, relative to the number of all incidents closed in a given time period. A duration time-frame ...
The average amount of time (e.g. in minutes) between the detection of an incident and the first action taken to repair the incident.
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