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The metrics that should be monitored and reported upon to judge the efficiency and effectiveness of the Incident Management process, and its operation, will include:

  • Total numbers of Incidents (as a control measure)
  • Breakdown of incidents at each stage (e.g. logged, work in progress, closed etc)
  • Size of current incident backlog
  • Number and percentage of major incidents
  • Mean elapsed time to achieve incident resolution or circumvention, broken down by impact code
  • Percentage of incidents handled within agreed response time (incident response-time targets may be specified in SLAs, for example, by impact and urgency codes)
  • Average cost per incident
  • Number of incidents reopened and as a percentage of the total
  • Number and percentage of incidents incorrectly assigned
  • Number and percentage of incidents incorrectly categorized
  • Percentage of Incidents closed by the Service Desk without reference to other levels of support (often referred to as ‘first point of contact’)
  • Number and percentage the of incidents processed per Service Desk agent
  • Number and percentage of incidents resolved remotely, without the need for a visit
  • Number of incidents handled by each Incident Model
  • Breakdown of incidents by time of day, to help pinpoint peaks and ensure matching of resources.

Reports should be produced under the authority of the Incident Manager, who should draw up a schedule and distribution list, in collaboration with the Service Desk and support groups handling incidents. Distribution lists should at least include IT services Management and specialist support groups. Consider also making the data available to users and customers, for example via SLA reports.

Challenges, Critical Success Factors and risks

Date: 2014-12-29; view: 872

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