Gartner Research

Good Practice Guidance for Incident Management Metrics

Published: 14 December 2009

ID: G00173185

Analyst(s): David Coyle , Kris Brittain

Summary

Continuous improvements to and optimizing investment for incident management and the service desk demand that enterprises define, monitor and report on process metrics.

Table Of Contents
  • Overview
  • Align Metrics With CSFs and KPIs
  • Define Common Incident Metrics
  • Understand the Difference Between Metric Averages and Benchmarking

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.