The Incident Manager must periodically capture metrics agreed for assessing the performance of Incident Management. These metrics must be assessed to identify variance between the committed and actual performance. The Incident Manager must analyze the cause of the variances and identify corrective and preventive actions for the same. Periodic performance review would help to identify the issues in the process being currently followed. These reviews contribute to service improvements and help to focus efforts in the areas that are of highest concern. The outcome of the analysis should be communicated to the Engagement Manager and all relevant stakeholders.

Metrics for Incident Management include:

• Number of outstanding Incidents or high aged incidents
• Number of breached incidents
• Number of re-opened Incidents
• Volume of incidents resolved
• Number of specific and major incidents.
• Number of user escalations and complaints

The Incident Manager must produce reports stating the Incident Management peformance (as agreed) and send the same to the Engagement Manager, as per the defined frequency and guidelines. The Engagement Manager may then share the same with the respective stakeholders.