Additional Features
Reports
Defining Metrics and KPI
1min
The functionality "Definition of Metrics and KPI" is intended to define the indicators target of the Incident Management process to the management analysis, which can be displayed in the widget "Incident Management - KPIs", that can be added to the dashboard to be presented in the management panel, in the system main screen.
- Access the main menu System > Settings > Templates > Definition of Metrics and KPIs;
- Click on "Edit" in a metric;
- Edit the fields for the tabs: No. of incidents, No. of high severity incident, Incidents resolution rate, Customer impact rate, Incidents reopening rate, Average solution time from incidents with severity 1 and 2 (in hours), Incident work use rate, the Support level of the incidents management tool, Maturity of the incident management process;
- Click on "Save".
