Gartner Research

Good Practice Guidance for Incident Management Metrics

Published: 14 December 2009

ID: G00173185

Analyst(s): David Coyle, Kris Brittain


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

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