Forrester Research report (Ref: Computer Weekly) that IT depts can improve their efficiency by using ITIL. The report states: "ITIL is the foundation for better control of how IT delivers services to business."
Standards Australia have published AS8018 (AS 8018), to equate to BS 15000 / ISO 20000.
ITIL & ISO 20000 User Group: Forums
ITIL & BS15000 ITSM Group :: View topic - What incident data do most Service Desks Track?
Posted: Sat Jul 29, 2006 7:12 am Post subject: What incident data do most Service Desks Track?
I've been tasked with researching what incident information most mid-sized companies (mine is 12000) track. I am hoping to find free information. $200 for a 12 page PDF seems a bit much. Does anyone have a resource they can share or a recommendation on how to find it?
Each organization will have it's own "list" of what should/shouldn't be an incident. Buying a list isn't a bad start, but have you gone to the technical groups within your organization and asked them for their lists? Many organizations just don't track enough of this type of information... at least not in a usable format.
The following are some common measures for incident management:
- # of incidents during the period (week)
- % of incidents initiated by customers
- Mean time to incident resolution
- % of incidents handled within agreed response time
- Avg. cost per incident
- % first call resolution
- # of incidents processed per service desk employee
- % of incidents resolved via self service
- % of incidents resulting from changes[/list]
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