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Incident Management Module

Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value.
 
KPIs
 

The ITIL Incident Management Module includes approximately 25 KPIs that are relevant to measuring the performance of your Incident Management Process.

The following table indicates the KPIs that are included in the Module. For every KPI in Metricus information is available that helps you make the best use of these KPIs. This information for example includes: KPI definition, calculation method, KPI to KPI linkage information, how to use the KPI in a Scorecard, where to find the data, and so on.

The following KPIs are included in the ITIL Incident Management Module:

% Duplicate Incidents % Incidents Auto Generated
% Incidents Caused by Changes % Incidents Caused by CMDB Issues
% Incidents Causing Changes % Incidents Created by 2nd level
% Incidents Created by 3rd Level % Incidents Dispatched
% Incidents Escalated % Incidents Linked to Problems
% Incidents linked to Testing Errors % Incidents Misrouted
% Incidents Caused by Data Integrity Issues % Incidents Caused by Virus
% Changes Audited with Errors % Changes Causing Incidents
Avg Incident Create to Resolve Duration Avg Incident Resolve to Close Duration
% Incidents Linked to Lack of Training Incidents Created
% Incidents Received by Email % Incidents Received by Phone
% Incidents Resolved by 1st Level

Click here to view an example of a detailed KPI report card that includes all Metric Tags