No of Incident received in a month / quarter
This includes numbers of incident captured by Service Desk or NOC, with the help of ticketing tool for the entire period.
No of repetitive incident received in a month/ quarter
How often you have received similar incidents for a particular device or data center.
Average Time taken to Isolate an incident
Also know by MTTI (Mean time to isolate) an incident, for the time its recorded to classification and specification to a particular team.
Average time taken to restore the incident
Time taken by an engineer to fix or restore an outage
Incident resolved within the SLA
Ticket moving to resolved status from workinprogress after being restored.
How many of these incident were first time resolution.
This will indicate the accuracy of correct resolution offered at very first go by engineers.