What incident data do most Service Desks Track?

[James_R]

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?

Thanks

-james

[TemperedMeasures]

Hi James,

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.

Dan Vogel

[TemperedMeasures]

Hi James,

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]

Dan Vogel

[James_R]

Thanks for your input. Every little bit helps.

-james