Which key performance indicator (KPI) measures the ratio of events compared to incidents?

The key performance indicator that measures the ratio of events compared to incidents is the option that focuses specifically on both the number and the ratio of events in relation to incidents. This KPI is crucial in event management because it helps organizations understand the volume of events occurring and how many of those events escalate into incidents.

In an effective event management practice, tracking the number of events and correlating it with the number of incidents is essential for understanding the efficiency of the event management process. If many events are being generated but few are resulting in incidents, it may indicate that the event management activities are functioning well. Conversely, if there is a high ratio of events leading to incidents, it might highlight areas where further investigation is required to prevent potential service disruptions.

This ratio allows organizations to derive insights related to capacity, performance, and overall quality of service, which are vital in continuous improvement practices aligned with ITIL principles. It serves as a reference for stakeholders to evaluate the effectiveness of event management processes as a whole.