We’ve all been there. You’re on an important Zoom call with your team, and someone uses an abbreviation you’re not familiar with. You’ve heard it, but you’re not quite sure exactly what it means. You want to do a quick Google, but you’re sharing your screen! Ugh. Let’s pull apart some of these abbreviations for incident management KPIs (Key Performance Indicators). Now, you won’t find yourself SOL at your next Zoom call with the Support team.