What are Incident Management Team metrics? Finding the right Incident Management Team metrics can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.
Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.
Find Incident Management Team metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Incident Management Team metrics and KPIs 1. Mean Time to Resolve (MTTR) Average time taken to resolve major incidents, calculated from the time the incident is reported until it is fully resolved
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Implement automated incident response tools Conduct regular training for incident response teams Refine incident categorisation and prioritisation processes Establish a dedicated major incident team Analyse past incidents to identify improvement areas 2. Major Incident Recurrence Rate Percentage of major incidents that recur within a specific timeframe after resolution
What good looks like for this metric: Below 5%
Ideas to improve this metric Conduct thorough root cause analysis Implement permanent fixes rather than temporary solutions Regularly review and update the incident management process Enhance collaboration between incident and problem management teams Utilise knowledge management to share solutions and prevent recurrence 3. Incident Resolution Quality Quality of incident resolution measured through stakeholder feedback and post-incident reviews
What good looks like for this metric: Above 90% positive feedback
Ideas to improve this metric Develop a clear incident resolution checklist Provide additional training on customer service skills Standardise post-incident review processes Gather and act on stakeholder feedback Implement continuous improvement initiatives 4. Stakeholder Communication Effectiveness Effectiveness of communication with stakeholders during major incidents, measured through feedback and surveys
What good looks like for this metric: Above 80% satisfaction
Ideas to improve this metric Establish a communication plan template Utilise multiple communication channels Train staff in effective communication techniques Regularly update stakeholders during incidents Review and refine communication strategies based on feedback 5. Incident Detection Time Time taken to detect incidents from the moment they occur to the moment they are identified
What good looks like for this metric: Within 10 minutes
Ideas to improve this metric Implement advanced monitoring and alerting systems Conduct regular audits of detection tools and processes Improve correlation of events and patterns Train staff to recognise potential incidents quickly Increase the frequency of system health checks
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1. Incident Response Time The average time taken by the team to respond to reported incidents
What good looks like for this metric: Less than 30 minutes
Ideas to improve this metric Implement automated alert systems Conduct regular training on incident management Set clear response time goals Prioritise incidents based on severity Review and analyse past response times for improvement 2. System Uptime The percentage of time systems are operational and available
What good looks like for this metric: 99.9% or above
Ideas to improve this metric Conduct regular system maintenance Implement redundancy solutions Perform load testing to understand capacity Monitor system health in real-time Establish a disaster recovery plan 3. User Satisfaction Score Survey score given by users based on their satisfaction with team support
What good looks like for this metric: 8 out of 10 or higher
Ideas to improve this metric Regularly survey users to gather feedback Implement a user-friendly ticketing system Ensure timely updates to users Provide training in customer service skills Analyse feedback and address common issues 4. Ticket Resolution Rate The percentage of tickets resolved within the agreed service level agreement (SLA)
What good looks like for this metric: 95% or higher
Ideas to improve this metric Establish clear SLAs for ticket resolution Use ticketing software to prioritise workload Encourage team collaboration on complex issues Track pending tickets and address bottlenecks Hold regular reviews on ticket performance 5. Change Success Rate The percentage of system changes that are successfully implemented without causing incidents
What good looks like for this metric: 90% or higher
Ideas to improve this metric Establish a change management process Conduct risk assessments before changes Communicate changes to all stakeholders Provide training on implementing changes Review and learn from failed changes
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1. Incident Response Time The average time it takes for the IT department to respond to an incident after it is reported.
What good looks like for this metric: 30 minutes to 1 hour
Ideas to improve this metric Implement automated alert systems Conduct regular training sessions Set up a 24/7 support team Streamline incident escalation processes Utilise incident management tools 2. First Contact Resolution Rate The percentage of IT issues resolved during the first contact with the user.
What good looks like for this metric: 70% to 80%
Ideas to improve this metric Enhance self-service tools and resources Improve knowledge base quality Conduct specialised training for support staff Implement a feedback loop for continuous improvement Use advanced diagnostic tools 3. System Uptime The percentage of time that IT systems are operational and available for use.
What good looks like for this metric: 99% to 99.9%
Ideas to improve this metric Regularly update and patch systems Implement high availability solutions Conduct regular system monitoring Perform routine maintenance checks Use redundant systems 4. User Satisfaction Score The average satisfaction rating given by users after IT services are provided.
What good looks like for this metric: 4.0 to 4.5 out of 5
Ideas to improve this metric Offer regular customer service training Obtain user feedback and act on it Enhance communication channels Implement a user-friendly ticketing system Provide regular updates to users 5. Mean Time to Repair (MTTR) The average time taken to fully repair an IT issue after it is reported.
What good looks like for this metric: 2 to 4 hours
Ideas to improve this metric Improve diagnostic procedures Use automated repair tools Maintain an updated inventory of spare parts Enhance collaboration between IT teams Conduct thorough post-incident reviews
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Tracking your Incident Management Team metrics Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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