To succeed in each field, organizations use different KPIs — metrics that help them gauge progress toward critical initiatives, objectives, or goals. The same is also true for incident management. Safety teams may calculate and track different indicators to understand if they meet their corrective goals.
Let’s imagine the situation in which a system error should be fixed in 30 minutes to avoid major downtime. The company uses such KPIs like Mean Time to Respond to track the time needed to resolve this kind of error and sees that it constitutes 45 minutes. In this case, the company's safety manager will need to take appropriate steps or involve additional resources to decrease this time and in such a way mitigate the risk to have more serious problems and additional expenses.
By default, ServiceNow Incident Dashboard shows such metrics for incident management as the Number of open incidents (quantity of incidents with no resolution date), Number of open incidents not updated in the last 5 days, Number of open incidents not updated in the last 30 days, Number of new incidents (per day), Number of resolved incidents, Incident Backlog Growth (shows the trends in open incidents), Average age of open incidents, % of new critical incidents and the Average number of incidents. They will help to build basic reports, i. e.:
- Percentage of incidents created, closed, and resolved.
- Percentage of high-priority incidents resolved.
- Average time to resolve an incident
- The number of incidents created per category.
However, you can get much more insights from studying your incident management data. Other possible KPIs may include the following: