Which metric measures the number of incidents resolved within service level targets?

The metric that measures the number of incidents resolved within service level targets is the performance of Service Level Agreements (SLA). SLAs are formal agreements that define the expected level of service, including the specific timelines within which incidents should be resolved. By evaluating SLA performance, organizations can determine how effectively they are meeting their commitments regarding incident resolution.

This evaluation typically involves tracking and analyzing the percentage of incidents that were resolved within the designated time frames established by the SLAs. High SLA performance indicates that the support team is meeting or exceeding the expected resolution times, which is crucial for maintaining customer satisfaction and operational efficiency.

In contrast, while the other options provide valuable insights into incident management, they do not directly measure the adherence to service level targets. Incident backlog refers to the number of unresolved incidents but does not specifically address resolution within SLAs. Mean Time to Restore Service (MTRS) measures the average time taken to restore service after an incident, focusing on downtime rather than adherence to SLA targets. Customer satisfaction assesses how end-users feel about the service received, but it does not reflect the technical performance regarding service level commitments.