Key Performance Indicators (KPIs) for Incident Management Programs

Lesson 31/35 | Study Time: 15 Min

Course: ISO 27035 Information Security Incident Manager Course

Key performance indicators (KPIs) are critical metrics used to measure the effectiveness, efficiency, and maturity of an incident management program.

KPIs help organizations assess how well their incident response processes are performing, identify bottlenecks or gaps, track continuous improvement, and align incident management goals with business objectives.

By selecting and monitoring relevant KPIs, teams can optimize response times, resource allocation, user satisfaction, and compliance adherence.

Essential KPIs for Incident Management

The following metrics help organizations track performance, identify weaknesses, and drive continuous improvement.

1. Incidents Over Time

Measures the number of reported incidents within a set timeframe (daily, weekly, monthly).

Helps identify trends, spikes, or declines in incident frequency, assisting in capacity planning and proactive risk management.

2. Mean Time to Detect (MTTD)

The average time taken to identify an incident from its occurrence.

Lower MTTD indicates faster detection and reduced potential damage.

3. Mean Time to Acknowledge (MTTA)

Measures the average time from incident detection to acknowledgment by the response team.

Reflects responsiveness and alert prioritization efficiency.

4. Mean Time to Resolve (MTTR)

The average duration from incident detection to full resolution.

A key indicator of operational efficiency and resource effectiveness.

5. First Touch Resolution Rate

Percentage of incidents resolved upon first contact without reopening or escalation.

Higher rates indicate effective initial handling and well-trained teams.

6. Escalation Rate

Percentage of incidents escalated to higher-level support or management.

Elevated rates may reveal skill gaps or ineffective initial response procedures.

7. Reopen Rate

Proportion of incidents reopened after initial resolution.

High rates suggest premature closure or incomplete resolution.

8. Service Level Agreement (SLA) Compliance

Percentage of incidents resolved within agreed timelines.

Critical for customer satisfaction and contractual compliance.

9. Cost Per Incident

Average cost incurred to resolve an incident, including labor and tools.

Enables financial assessment of incident management efficiency.

10. User Satisfaction

Feedback collected from end-users after incident resolution.

Connects technical performance to user experience and trust.

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Scott Hamilton

Product Designer

Profile

Class Sessions

1- Definition and Significance of Information Security Incidents 2- Types of Security Incidents and Threat Landscape Overview 3- Incident Management Objectives and Benefits 4- Overview of Relevant Standards: ISO/IEC 27035 and Alignment with ISO/IEC 27001 5- Roles and Responsibilities of an Information Security Incident Manager 6- Incident Management Lifecycle Phases 7- Developing and Implementing Incident Management Policies and Procedures 8- Establishing Governance and Organizational Support 9- Incident Classification and Prioritization Techniques 10- Stakeholder Identification and Communication Planning 11- Building an Incident Response Team and Defining Roles 12- Tools, Technologies, and Resources for Incident Management 13- Incident Readiness: Training, Awareness, and Simulation Exercises 14- Establishing Incident Detection and Reporting Mechanisms 15- Coordination with External Entities (Law Enforcement, Vendors, CERTs) 16- Methods and Technologies for Incident Detection and Monitoring (SIEM, IDS/IPS, Logs) 17- Incident Validation and Initial Assessment Techniques 18- Root Cause Analysis and Forensic Considerations 19- Documentation and Evidence Handling Procedures 20- Escalation Processes and Decision Making 21- Strategies for Incident Containment and Mitigation 22- Communication and Coordination During Incident Response 23- Managing Resources and Response Teams Effectively 24- Handling Multiple Concurrent Incidents 25- Documentation and Tracking of Response Actions 26- Eradication Techniques and Removal of Threats 27- System Restoration, Recovery Planning, and Business Continuity Considerations 28- Post-Incident Review and Lessons Learned Workshops 29- Reporting and Compliance Obligations 30- Continuous Improvement and Updating Incident Management Policies 31- Key Performance Indicators (KPIs) for Incident Management Programs 32- Incident Trend Analysis and Reporting Techniques 33- Internal and External Reporting Requirements 34- Conducting Audits and Maturity Assessments 35- Lessons Learned Integration and Feedback Loops to Improve Processes