Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Key performance indicators for Incident Management
The Key Performance Indicators (KPIs) in the following table are useful for evaluating your Incident Management processes. To visualize trend information, it is useful to graph KPI data periodically. In addition to the data provided by Service Manager, you may need additional tools to report on all of your KPI requirements.
For completeness, the ITIL 2011 and COBIT 4.1 KPIs are included below.
ITIL 2011 Key Performance Indicators
The following are ITIL 2011 KPIs for Incident Management:
- Total number of incidents (as a control measure)
- Breakdown of incidents at each stage (for example, logged, work in progress, and closed)
- Size of current incident backlog
- Number and percentage of major incidents
- Mean elapsed time to achieve incident resolution or circumvention, separated by impact code
- Percentage of incidents handled within target response time; incident response-time targets may be specified in SLAs, for example, by impact and urgency codes
- Average cost per incident
- Number of incidents reopened and as a percentage of the total
- Number and percentage of incidents incorrectly assigned
- Number and percentage of incidents incorrectly categorized
- Number and percentage of incidents resolved remotely, without the need for a visit
- Number of incidents handled by each incident model
- Breakdown of incidents by time of day, which helps pinpoint peaks and ensure matching of resources
COBIT 4.1 Key Performance Indicators
The following are the COBIT 4.1 KPIs for Incident Management:
- Percent of incidents resolved within the time period specified
- Percent of incidents reopened
- Average duration of incidents by severity
- Percent of incidents that require local support (that is, field support or a personal visit)
