Incident Management: Measure
Accurate monitoring of the Incident Management process allows performance against SLAs to be accurately measured. Key Performance Indicators (KPI) of the Incident Management process recommends that the metrics to be defined early on in the implementation process in order to judge process performance and have measurable targets. These metrics can include:
- Number of incidents detected during a specific period of time
- Number of incidents resolved
- Amount of time took to resolve the incidents
- Number of problems resulted from the detected incidents
Log Intelligence can be used to periodically generate reports that can assist Incident Managers to measure the performance of the Incident Management process. For example, by comparing the weekly reports from Log Intelligence, Incident Managers can quickly determine the trend of the incident count.
Utilizing the same reports as described in the Assess step, Incident Managers can also determine whether multiple Incidents are symptoms of a Problem. Identified Problems can then quickly be escalated to the Problem Management process for verification and resolution.