Incident management metrics and indicators
The effectiveness and efficiency of the incident management process can be best measured through various metrics. Metrics are measures that are used to track and compare the performance of various processes. Metrics are generally developed in the form of key performance indicators (KPIs) and key goal indicators (KGIs).
Key performance indicators and key goal indicators
KPIs are generally quantifiable measures that are used to measure activity; for example, the percentage of incidents detected within 24 hours). KGIs can be either quantitative or qualitative, depending on the process. KGIs are intended to show the progress of a predefined goal. For example, a goal can be to install antivirus on all the systems within 1 month. This can be monitored daily. The KGI can be 5%, for day 1 10%, for day 2 20% for day 3, and so on. KPIs should be able to provide value to the process owner, as well as management. KPIs should not be too complex...
