1a) Unplanned interruptions or reductions in quality of an IT service
1b) Unplanned interruptions or reductions in quality of an IT service by priority (1 year)
1c) Emergency level total downtime (in hours)
2a) Incidents (break/fix)
2b) Incidents (break/fix) - first contact resolution (1 year)
2c) Incidents (break/fix) by category (1 year)