What does the incident backlog metric track?

The incident backlog metric is focused on monitoring the open incidents that are currently unresolved and assessing their age against established goals. This metric is critical for understanding the workload of a support team and identifying potential issues within the incident management process. By tracking the age of open incidents, teams can gauge whether they are meeting their service level agreements (SLAs) and can prioritize their efforts based on the age of the incidents in the backlog. This information is valuable for improving response times and overall service quality.

The other options do not align with the definition of the incident backlog metric. For instance, tracking only resolved incidents would not provide visibility into how many incidents remain open or overdue. Monitoring the time taken to resolve incidents focuses on efficiency rather than the current status of open incidents. Lastly, while incidents handled by different support teams may provide insights into team performance, it does not give a clear picture of the backlog of unresolved incidents itself.