What are Incident Manager metrics? Finding the right Incident Manager 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 Manager 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 Manager 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. % Compliance with SLA The percentage of time that IT services are delivered within the predefined terms of the service level agreement
What good looks like for this metric: 90-99%
Ideas to improve this metric Increase training for service delivery teams Enhance monitoring and reporting tools Conduct regular SLA reviews and updates Ensure clear communication of SLA terms to all stakeholders Implement more efficient service processes 2. Response Time to Incidents The amount of time taken to respond to IT incidents from the time they are reported
What good looks like for this metric: 30 minutes
Ideas to improve this metric Automate incident alert systems Improve resource allocation during peak times Provide advanced training for incident management Utilise real-time monitoring and dashboards Regularly measure and adjust response strategies 3. Resolution Time to Incidents The amount of time taken to resolve IT incidents from the time they are reported
What good looks like for this metric: 4 hours
Ideas to improve this metric Implement root cause analysis for recurring issues Enhance collaboration across IT teams Use advanced diagnostic and repair tools Schedule regular knowledge sharing sessions Review and optimise workflows for resolution 4. User Satisfaction Rate Percentage of users satisfied with the IT services provided in accordance with the SLA
What good looks like for this metric: 85-90%
Ideas to improve this metric Conduct regular satisfaction surveys Implement feedback loops for continuous improvement Analyse survey data for actionable insights Ensure rapid follow-up to any user complaints Continuously train staff in customer service skills 5. Change Success Rate The percentage of changes to the IT system that are successful and do not result in incidents
What good looks like for this metric: 95%
Ideas to improve this metric Perform rigorous change testing before implementation Develop clear guidelines for change management Ensure thorough documentation of all changes Utilise change advisory boards to approve changes Conduct post-change reviews to identify improvement areas
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Tracking your Incident Manager metrics Having a plan is one thing, sticking to it is another.
Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process .
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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Planning resources OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
Tability's check-ins will save you hours and increase transparency
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