1. Software Engineering

10 Incident & Response KPIs

Incident and Response metrics are focused on measuring and analyzing the incidence, response, and management of software system failures or disruptions. They are crucial for understanding how effectively a team can detect, respond to, and resolve incidents. They also help in evaluating the impact of these incidents on customers and the organization, and how well the team learns from these occurrences to prevent future issues.

Cost of Incidents 💰

Calculates the total cost associated with incidents, including lost revenue, remediation efforts, and any compensation to customers.

Customer Impact 🏅

Evaluates how incidents affect customers, considering factors like downtime, data loss, or reduced functionality.

Escalation Rate %

The frequency at which incidents are escalated to higher-level teams or management, indicating the complexity of incidents and potential gaps in initial response capabilities.

Incident Count #

The total number of incidents recorded in a given period.

Mean Time to Acknowledge

Assesses the average time taken for a team to acknowledge an incident after detection.

Mean Time to Detect

Measures the average time taken to detect an incident after it has occurred, indicating the effectiveness of monitoring and alerting systems.

Post-Mortem Action Item Completion Rate %

Tracks the percentage of action items identified in post-mortem analyses that are successfully completed, reflecting the team’s commitment to improving based on past incidents.

Post-Mortem / Root Cause Analysis Timeliness

Evaluates the promptness of conducting a thorough investigation (post-mortem) after an incident to determine its root cause.

Severity of Incidents

Categorizes incidents based on their severity levels, such as critical, high, medium, and low.

Time to Learn From Incidents

Measures how quickly teams analyze and derive learnings from incidents, crucial for improving systems and processes to prevent future occurrences.