Must-Know Incident Management Kpis [Latest Report]

Highlights: Incident Management Kpis

  • 1. Mean Time to Detect (MTTD)
  • 2. Mean Time to Respond (MTTR)
  • 3. First Contact Resolution (FCR)
  • 4. Incident Response Rate
  • 5. SLA Compliance Rate
  • 6. Incident Resolution Rate
  • 7. Recurring Incidents
  • 8. Incident Escalation Rate
  • 9. Incident Backlog
  • 10. Cost per Incident
  • 11. Customer Satisfaction (CSAT)
  • 12. Percentage of Major Incidents
  • 13. Incident Volume by Category

Table of Contents

In today’s fast-paced and dynamic business environment, effective incident management is crucial for maintaining uninterrupted operations and ensuring the stability of an organization’s critical functions. Properly monitoring and measuring the performance of incident management processes is essential for continuous improvement and achieving optimal results. This is where Key Performance Indicators (KPIs) come into play.

In this blog post, we will delve into the realm of Incident Management KPIs, discussing their significance, the critical aspects to consider, and how to effectively utilize these metrics to enhance your team’s performance, streamline incident resolution, and ultimately fortify your organization’s resilience in the face of unforeseen disruptions. So, buckle up and join us as we explore the world of data-driven insights for mastering incident management.

Incident Management KPIs You Should Know

1. Mean Time to Detect (MTTD)

This KPI measures the average time it takes to discover or identify an incident within an organization’s infrastructure from the moment it occurs.

2. Mean Time to Respond (MTTR)

This measures the average time it takes to resolve an identified incident, including the time spent in assessment, mitigation, and recovery of systems or services.

3. First Contact Resolution (FCR)

This KPI identifies the percentage of incidents resolved during the first contact with the support or service team, reflecting the effectiveness of the initial response to incidents.

4. Incident Response Rate

This measures the number of incidents the organization responds to over a specific period, indicating the effectiveness of incident management.

5. SLA Compliance Rate

This KPI tracks the percentage of incidents resolved within the agreed-upon Service Level Agreements (SLAs), ensuring that the organization is meeting its contractual obligations.

6. Incident Resolution Rate

This metric shows the percentage of resolved incidents out of the total number of incidents reported within a given timeframe.

7. Recurring Incidents

This KPI measures the number of incidents that reoccur, highlighting potential weaknesses in the organization’s incident management process or underlying systems.

8. Incident Escalation Rate

This KPI tracks the percentage of incidents requiring escalation to higher-level support tiers or teams, indicating potential gaps in knowledge or skills within first-line support.

9. Incident Backlog

This metric indicates the number of unresolved incidents at any given time, providing insights into the effectiveness of the organization’s incident management process and overall workload.

10. Cost per Incident

This KPI measures the average cost of managing and resolving an incident, including labor, materials, and any other expenses incurred during the incident management process.

11. Customer Satisfaction (CSAT)

This KPI indicates the satisfaction levels of customers affected by incidents, capturing their overall experience with the organization’s incident management and response process.

12. Percentage of Major Incidents

This KPI evaluates the proportion of major incidents relative to the total number of incidents, helping an organization better understand the severity and potential impact of its incident management challenges.

13. Incident Volume by Category

This metric provides insights into the types of incidents that frequently occur, allowing organizations to identify trends, prioritize resources, and plan preventive actions.

14. Root Cause Analysis (RCA) Completion Rate

This KPI measures the percentage of incidents for which root cause analysis is completed, reflecting how effectively the organization identifies and addresses underlying issues contributing to incidents.

Incident Management KPIs Explained

Incident Management KPIs are crucial in assessing and improving an organization’s ability to quickly identify, respond to, and resolve infrastructure-related incidents. KPIs such as Mean Time to Detect (MTTD) and Mean Time to Respond (MTTR) gauge the speed and efficiency of the incident management process, while First Contact Resolution (FCR) and SLA Compliance Rate emphasize the importance of resolving issues in a timely manner and according to contractual agreements.

Evaluating Incident Response Rate, Incident Resolution Rate, and Recurring Incidents provides insights into the overall effectiveness of the organization’s response strategies and highlights potential areas for improvement. Metrics such as Incident Escalation Rate and Incident Backlog pinpoint gaps in knowledge or skillsets within the support teams and point to workload-related challenges.

Cost per Incident, Customer Satisfaction (CSAT), Percentage of Major Incidents, Incident Volume by Category, and Root Cause Analysis (RCA) Completion Rate further allow organizations to optimize their incident handling processes by considering financial implications, customer experiences, incident severity, and the identification of underlying issues. By closely monitoring these KPIs, organizations can enhance their incident management strategies, secure their infrastructure, and continuously improve their overall performance.


In summary, effective incident management KPIs are essential in ensuring a business’s resilience and agility when faced with disruptions. By diligently monitoring key metrics, such as mean time to respond, mean time to resolve, incident volume, and customer satisfaction scores, organizations can continually refine their incident response strategies, proactively mitigate risks, and maintain a high level of service quality for their customers.

As the business landscape becomes increasingly complex and interconnected, prioritizing and perfecting incident management KPIs will continue to be crucial in staying ahead of potential incidents and achieving long-term success. Stay vigilant, keep learning, and never underestimate the power of a well-implemented incident management plan.


What is the purpose of Incident Management KPIs?

The purpose of Incident Management KPIs is to measure the effectiveness and efficiency of incident management processes in an organization, which helps in identifying and addressing areas for improvement and ensuring optimal service availability.

Which Incident Management KPIs are considered most important in assessing incident management performance?

The most important Incident Management KPIs include Mean Time to Resolution (MTTR), First Contact Resolution (FCR) rate, Incident Volume, Escalation Rate, and Customer Satisfaction.

How can Mean Time to Resolution (MTTR) help in improving incident management processes?

MTTR measures the average time taken to resolve incidents from the moment they are reported until resolution. By tracking this KPI, organizations can identify trends and bottlenecks in the incident management process and work toward reducing resolution time, leading to improved service levels and increased customer satisfaction.

What does the First Contact Resolution (FCR) rate indicate?

The First Contact Resolution rate measures the percentage of incidents that are resolved in the first interaction between a customer and the support team. A high FCR rate indicates that the support team is effectively addressing customer issues and reducing the need for follow-up interactions, which leads to higher efficiency and overall customer satisfaction.

How can organizations effectively use Customer Satisfaction as a KPI for incident management?

Organizations can collect customer feedback after the resolution of an incident, through surveys or other channels, to gauge customer satisfaction with the incident management process. Tracking this KPI can provide valuable insights on areas that require improvement, and subsequently drive meaningful changes within the organization to enhance the customer experience.

How we write our statistic reports:

We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly.

See our Editorial Process.

Table of Contents

... Before You Leave, Catch This! 🔥

Your next business insight is just a subscription away. Our newsletter The Week in Data delivers the freshest statistics and trends directly to you. Stay informed, stay ahead—subscribe now.

Sign up for our newsletter and become the navigator of tomorrow's trends. Equip your strategy with unparalleled insights!