The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
SLA Adherence Rate
The percentage of incidents and service requests resolved within their agreed-upon Service Level Agreement times.
Target · 95% for P3/P4 incidents; 90% for P2 incidents If you handle 100 P3 tickets in a month, and 96 of them are resolved before the SLA clock runs out, that's 96% adherence. We're looking for consistent performance here, not just one-off wins.
Mean Time To Resolution (MTTR)
The average time it takes from when an incident is reported until it's fully resolved and the service is restored.
Target · < 4 hours for P2 incidents; < 8 hours for P3 incidents If a P2 incident takes 3 hours, another takes 5 hours, and a third takes 4 hours, your average MTTR for those is 4 hours. We're always trying to get this number down, safely.
First Contact Resolution (FCR) Rate
The percentage of issues you resolve completely on the first interaction, without needing to pass it to another team or follow up later.
Target · > 70% A customer calls with a common password reset issue. You sort it out there and then. That's an FCR. If you have to escalate it to the Security team, it's not. The higher this number, the better for everyone.
Customer Satisfaction (CSAT) Score
Feedback from users after their incident or request is closed, usually a simple rating (e.g., 1-5 stars) or a 'thumbs up/down'.
Target · > 4.5 out of 5, or > 90% positive After you close a ticket, the user gets a quick survey. If you consistently get 5-star ratings and positive comments, you're nailing it. This is about how people *feel* about the service you provide.
Quality of Incident Documentation
How well you document the steps taken to resolve an issue, the root cause (if found), and any workarounds, making it easier for others to learn.
- Your incident notes are clear, concise, and include all relevant technical details. Other team members can follow your steps without needing to ask for clarification. You're adding to our knowledge base, not just closing tickets. Managers rarely need to ask you for more detail on a ticket.
Proactive Problem Identification
Your ability to spot recurring issues, even if they're not P1s, and suggest potential root causes or process improvements.
- You'll be flagging tickets that look similar, suggesting a problem record should be opened, or proposing a tweak to a runbook. You're not just fixing the symptom
- you're thinking about the disease. You might even draft a quick proposal for a process change.
Effective Communication During Incidents
Your ability to keep affected users and internal teams updated clearly and calmly during an ongoing incident, even when things are a bit chaotic.
- Stakeholders tell us your updates are helpful and easy to understand. You're not just dumping technical jargon. You're proactive in sending updates, rather than waiting to be asked. You can explain a complex technical issue to a non-technical person without making them feel silly.
Mentorship & Knowledge Sharing
How you informally help new joiners or less experienced team members, sharing your knowledge and helping them get unstuck.
- Junior team members come to you for advice. You're happy to do a quick screenshare to show someone how to do something. You're contributing to team discussions, offering insights from your experience. You're not officially managing anyone, but you're definitely helping them grow.
