ITSM KPIs and Metrics Guide: List of KPIs to Track and Best Practices for KPI Tracking

In theory, ITSM KPIs are simple. They help track performance, optimize outcomes and define goals. However, in practice, many organizations either choose the wrong metrics or struggle to track them consistently. That’s why we have come up with this guide. 

Think of this guide as your practical roadmap to making ITSM KPIs work for you. We’ll walk you through how to identify meaningful KPIs, set up tracking, and ensure your metrics evolve as your business grows. Let’s get started!

KPI vs. Metrics

In IT service management, both KPIs and metrics matter. But they serve different purposes.

KPIs align with business goals and reflect how well IT is supporting overall success. Metrics, on the other hand, capture the operational details, such as response times, ticket volumes, and resolution rates.

Metrics tell you what’s happening, but KPIs help you decide what to do about it. These two work together. When a KPI falls short, you turn to supporting metrics to investigate the root cause and fix it before too much disruption is caused.

For example, let’s say your ITSM KPI is “Percentage of incidents resolved within SLA.” This is a strategic measure that tells you if your team is meeting service-level expectations. But if this KPI drops, the below metrics help you investigate why:

• Average first response time: Are agents taking too long to acknowledge tickets?
• Ticket backlog size: Is your queue growing too large to manage within SLA windows?
• Reopen rate: Are incidents being closed too quickly without proper resolution?

Each of these metrics offers a piece of the puzzle. On their own, they don’t show whether you’re meeting your SLA commitments. But together, they explain why you might be missing them.

Types of ITSM KPIs

 Here are a few types of ITSM KPIs you shouldn’t ignore. 

Incident Management: What You Should Really Be Tracking

If incidents slow your business down, you might risk losing a lot of time, productivity, and even customer trust. In this case, your job is not just to quickly restore normal operations with minimal disruption but to ensure they don’t keep happening. But how do you know if your team is actually doing that well? That’s when the ITSM KPIs below would be helpful. 

1. SLA Compliance – Incident Resolution Time

This tells you how often your team resolves incidents within the agreed SLA window. Some of the associated metrics to track are as follows:

• Mean Time to Resolve (MTTR): Track how long, on average, it takes to resolve incidents. MTTR is a core performance metric that directly affects SLA compliance.
• Mean Time to Acknowledge (MTTA): Check how quickly the team acknowledges new incidents. Delays here can eat into your resolution window before work even begins.
• Incident Priority Mix: Review the volume of high-priority vs. low-priority incidents. A surge in critical issues often stretches the team and increases SLA misses.

2. Recurring Incident Count

This measures how often the same or similar incidents occur repeatedly. High recurrence means you’re fixing symptoms, not root causes, and it burdens the service desk and frustrates users. Some of the associated metrics to track are:

• Incident Volume by Category: Monitor which areas (e.g., network, app, hardware) are generating the most incidents. Clusters may reveal systemic issues.
• Linked Problem Records: Check how many incidents are linked to known problems. This tells you if problem management is addressing repeat offenders.
• Workaround Usage Rate: If workarounds are being used too often without resolution, it can lead to recurrence.

3. Customer Satisfaction (CSAT) for Incident Handling:

This reflects how users feel about their support experience after incidents are resolved. Fast resolution means little if the experience is poor. CSAT helps balance efficiency with empathy. Some of the associated metrics to track are:

• First Contact Resolution (FCR) Rate: Tracks how many incidents are resolved in the first interaction. High FCR often correlates with high CSAT.
• Escalation Rate: Monitor how often incidents are escalated to higher tiers. High escalation can mean misrouted tickets or unclear ownership.
• Resolution Communication Quality (via feedback tags or audit): Check if users felt informed throughout the incident lifecycle. Poor communication often drags CSAT down—even when the resolution is on time.

Problem Management: Solving the Root Cause, Not Just the Symptoms

In problem management, your major goal is to respond faster and prevent issues from happening again. Here are a few key KPIs and metrics to focus on. 

1. Recurring Incident Reduction Rate

This shows how successful your team is at preventing repeat incidents by addressing root causes. If incident volumes are shrinking and recurrences are dropping, your Problem Management process is working. Key metrics are as follows:

• Mean Time to Identify (MTTI): Track how long it takes to find the root cause after a problem is flagged. Faster identification helps prevent the next wave of incidents.
• Number of Known Errors: Monitor how many problems have documented root causes and workarounds. This reflects your ability to recognize and prepare for recurring issues.
• Incident Volume from Known Problems: If incidents tied to existing known errors keep occurring, it’s time to prioritize resolution, not just workaround documentation.
  

2. Root Cause Analysis (RCA) Completion Rate:

This tells you how often and how consistently your team completes RCAs for problems. Without RCA, you’re guessing the root causes. Consistent RCA completion drives long-term stability. Key metrics to consider are: 

• Average Time to Complete RCA: Monitor how long each RCA takes. Long timelines may point to a lack of ownership or unclear investigation protocols.
• Percentage of Problems Without RCA: Check how many problem records were closed without proper root cause documentation. This can weaken knowledge sharing and future prevention.
• Team Involvement in RCA: Track how cross-functional the RCA process is. Broader involvement usually leads to better analysis and sustainable fixes.
  

3. Problem Backlog

This reflects how many unresolved problems are sitting in your queue. A growing backlog increases incident risk and signals potential resourcing or prioritization issues. A few key metrics are: 

• Average Age of Problems: Review how long problems remain unresolved. A large backlog of old issues may indicate analysis bottlenecks.
• Problem Severity Distribution: Check how many backlog items have a high vs. low impact. This helps prioritize what to fix first.
• Resolution Rate (Monthly): Compare how many new problems are logged vs. resolved each month. If resolutions are lagging, capacity may need rebalancing.

Change Management: Controlling Change Without Slowing Down

Making changes to IT systems is a necessary part of growth, but every change carries a risk. A single misstep can lead to outages, downtime, or user disruption. That’s why it’s important to set the right KPIs for effective Change Management.

• Related: Make ServiceNow changes with confidence by upgrading the platform’s backup and recovery capabilities.

1. Percentage of Emergency Changes

This tells you how often your team is making last-minute, high-risk changes outside the standard process. Too many emergency changes mean you’re operating reactively. 

It usually signals poor planning, weak forecasting, or breakdowns in routine change scheduling. To track this ITSM KPI, you can use the following metrics: 

• Total Change Volume: Track how many changes are being made overall. A high number of emergency changes is more concerning if the total change volume is low. 
• Change Lead Time: Check how long standard changes take from request to deployment. If the lead time is too long, teams might bypass the process and push for emergency changes. 
• Change Failure Rate (for emergency changes): Measures how often emergency changes lead to rollbacks or incidents. Emergency changes often skip testing, so this failure rate helps quantify the risk. 
• Reason Codes for Emergency Changes: Review why changes are being pushed as emergencies. Categorizing reasons (e.g., missed deadlines, sudden incidents, missing approvals) helps uncover process gaps.

2. Change Success Rate vs. Business Impact

This KPI helps you evaluate whether the changes implemented are actually delivering positive results for the business.

• Change Success Rate: Measures the percentage of changes completed without incidents or rollbacks. Use this as a baseline of execution quality.
• Number of Post-Change Incidents: Track how many issues arise within 24–72 hours of a change. If this number is high, it indicates stability risks, even when the change appears “successful” on paper.
• User Feedback or Incident Sentiment: For major or user-facing changes, collect feedback. Even technically successful changes can create user friction if communication or training is lacking.

Service Request Management: Tracking the Efficiency of Everyday IT Support

Service requests might not be urgent, but they’re constant, and they shape how users perceive IT. Whether it’s a password reset, software install, or access request, handling these quickly and reliably is vital to delivering a seamless IT experience. Here’s how to track what really matters in service request management.

1. Percentage of Requests Handled Within SLA

This tells you how often service requests are fulfilled within agreed timelines. Consistent SLA performance builds trust with users and keeps IT operations predictable. Here are a few associated metrics to track:

• Average Request Fulfillment Time: Track how long it takes, on average, to complete different types of service requests. If this trend continues to rise, you may begin to see a decline in SLA compliance.
• Request Volume by Type: Monitor which types of requests are being submitted most often. High volume in certain categories (e.g., access requests) may require automation or reallocation of support resources.
• Request Backlog: Check how many open requests are pending at any given time. A growing backlog usually signals understaffing or inefficient processes that will eventually impact SLA performance.
  

2. Customer Satisfaction (CSAT) for Service Requests

This KPI reflects how users feel about their service request experience from submission to resolution. Associated metrics to track are as follows:

• First-Time Resolution Rate for Requests: Measure how often requests are completed correctly the first time without needing follow-ups. A low score often leads to user dissatisfaction, even if the SLA is technically met.
• Time to Acknowledge Requests: Check how quickly users receive confirmation that their request has been received and is being handled. Quick acknowledgment improves perceived responsiveness.
• Escalation Rate for Requests: Monitor how often requests are escalated due to delays or incorrect handling. A rising rate could indicate unclear workflows or overloaded frontline staff. 

Service requests are your IT team’s daily touchpoint with the business. So, make sure you track performance by speed and, most importantly, by user experience.

Service Level Management: Ensuring IT Delivers What It Promises

Service Level Management is about alignment, and it ensures that what IT delivers matches what the business expects consistently, measurably, and transparently. To know whether you’re meeting that standard, you need to track how well you’re honoring your SLAs using the KPIs below. 

1. SLA Compliance Rate

This tells you the percentage of incidents, service requests, and changes that are resolved within agreed-upon SLA timelines. Associated metrics to track are:

• SLA Breach Count (by type): Track how many incidents or requests missed their SLA that are grouped by category or team. This helps identify where delays are most common.
• Average Time to SLA Breach: Review how close most resolutions are to missing the SLA window. If issues are consistently being resolved just before the cutoff, your team may be working too close to the edge.
• Ticket Aging by Priority: Monitor how long high-priority tickets stay open. If critical issues are approaching breach, this metric can trigger early intervention.
  

2. Business Impact of SLA Breaches

This KPI helps you assess the actual cost or consequence of missing service commitments. Some breaches affect a single user with minimal disruption. Others delay an entire business function.

Knowing the difference helps prioritize improvement efforts. Some of the associated metrics to track are as follows:

• Breach Impact Category (e.g., financial, operational, reputational): Categorize SLA breaches based on impact. This helps you direct focus where it matters most.
• Customer or Department Affected: Track which teams are impacted by SLA breaches. Frequent issues with high-impact teams (e.g., finance, sales) may need executive attention.
• Resolution Delay Duration: Measure how far past the SLA each breach went. A one-hour delay is different from a multi-day overrun, and both have different implications.
  

SLA management protects your business continuity. So, make sure to track compliance and its impact. That’s how IT becomes a trusted and accountable partner to the business.

How to Set Up Key ITSM KPIs That Actually Work

An ITSM KPI is only useful if it tells you something meaningful about your ITSM processes and progress. To do that, it needs to be connected to real goals, grounded in data, and clearly understood by the people who use it. Here’s how to make that happen:

1. Set Up ITSM KPIs: Start with Your Business Objectives

Every KPI should answer one question: Are we making progress on what matters most? Identify your top IT or business goals—like reducing downtime, improving user satisfaction, or scaling support without increasing headcount. Your KPIs should be a reflection of these priorities—not just what’s easy to measure.

2. Set Up ITSM KPIs: Identify Activities That Drives Desired Outcomes

A KPI without a connected action is just noise. Before finalizing a KPI, make sure there’s a clear line between what your team does and what the KPI reflects. For each goal, ask: What activity or behavior influences this result? If the answer isn’t clear, you may need a different or supporting metric.

3. Set Up ITSM KPIs: Use the SMART Framework

Good KPIs are like good decisions: clear, focused, and measurable. Make sure every KPI is:

• Specific: Focused on a defined outcome
• Measurable: Backed by data, you can consistently track
• Achievable: Realistic for your team’s capacity
• Relevant: Aligned with business goals
• Time-bound: Tracked within a defined period (daily, weekly, monthly, etc)

4. Set Up ITSM KPIs: Clearly Define the KPI and Its Context

A KPI is not just a label; it needs a definition, a target, a data source, and a context. Document the following for each KPI:

• What exactly is being measured?
• What’s the formula or data source?
• Who owns it?
• What’s the target or threshold?
• How often is it reviewed?

If your team can’t answer these questions readily, the KPI isn’t ready.

5. Set Up ITSM KPIs: Get Input From the People Doing the Work

ITSM KPI success depends on alignment. If your team doesn’t believe in or understand what’s being tracked, it’ll never drive improvement. Review KPIs with your team. Ask:

• Do these reflect what success actually looks like in your role?
• Are there blind spots?
• Is this achievable with current tools and resources?

You’ll often discover practical tweaks that make the KPI far more meaningful and easier to act on.

The best KPIs don’t just track what happened—they guide decisions. Set them up with intent, and you’ll turn your ITSM data into a real performance advantage.

6. Set Up ITSM KPIs: Ensure High Data Availability

Effectively tracking ITSM KPIs requires organizations to collect and process the right data. Given ITSM data often originates from various sources, organizations need a means of integrating ITSM data with dashboards, reporting and analytics solutions so they can be effectively assessed. 

An efficient way of ensuring ITSM KPI data can be accessed in a secure, but timely manner when required, is to replicate it within an external repository such as a data lake or data warehouse. 

• Related resource: Replicating ServiceNow Data in Databases, Data Lakes & Warehouses – [On-demand Webinar]

Best Practices for Improving KPI Tracking

Organizations that are serious about using KPIs to reach their strategic goals tend to be high performers. If you’re hoping to become part of that group, remember these three best practices as you design and deploy your own KPI framework:

Choose the minimum number of KPIs necessary to achieve your objectives

Too many KPIs create noise and can be overwhelming. So, choosing a targeted set of performance indicators makes it easier to focus and align teams quickly. Start with 3–5 KPIs per ITSM function. Choose only what directly supports your top-level business and operational goals.

Automate data collection and reporting

Manual tracking is slow, error-prone, and unsustainable at scale. The right tools will pull data automatically, update dashboards in real time, and free your team to focus on action—not admin. Use an ITSM analytics or reporting solution that integrates with your existing systems and updates regularly without manual intervention.

Integrate data across systems and departments

Your ITSM platform isn’t the only source of performance data. Without integration, key insights remain siloed, and decision-makers lack the full picture. Use a data replication tool to extract ITSM data into a centralized, analytics-ready environment (like a data warehouse). 

This ensures your reports include data from across departments and tools that intersect with ITSM—not just what lives in a particular ITSM system.

For example, a solution like Perspectium DataSync allows you to sync ITSM data in real time with your data lake or BI platform. This enables:

• A consolidated view of service performance
• Easy access for stakeholders outside of IT
• Continuous monitoring of SLAs, bottlenecks, and improvement areas
  

By integrating and automating your KPI tracking setup, you turn raw data into real insight—and give every stakeholder a clear view of how IT is contributing to business success.

• Related resource: Best practices for optimizing ITSM in 2025.

How Perspectium Helps in Improving Your KPI Tracking

When you’re tracking KPIs, the quality of your decisions depends entirely on the quality of your data. If the data is delayed, siloed, or incomplete, you may misinterpret insights. This is where Perspectium DataSync adds real value. 

With the DataSync tool, you can move live ServiceNow data into your preferred reporting and analytics platforms, whether that’s a data warehouse, BI dashboard, or other tools used across your organization. So, 

• You’re no longer limited by ServiceNow’s built-in reporting capabilities.
• You can join ServiceNow data with other business-critical datasets.
• You can analyze performance in a wider, more meaningful business context.

For instance, let’s say you’re tracking Customer Satisfaction (CSAT) as a KPI. With Perspectium, you can combine:

• ServiceNow incident data (like Time to Resolution for P1 tickets)
• Customer feedback or survey data

This lets you answer strategic questions like: “How much does our response time on high-priority incidents affect customer satisfaction scores?” Without data integration, you’d be guessing. With Perspectium, you’re working with a connected view that reflects how IT performance truly impacts the business.

KPI tracking isn’t just about dashboards; it’s about decisions. Perspectium ensures that your ServiceNow data is always available, connected, and actionable—so you can track what matters and confidently take action.

Ready to see how Perspectium can help transform your KPI tracking? Reach out to us today.