Metrics

Information Management

Most information used in Incident Management comes from the following sources:

• The Incident Management tools, which contain information about:
• Incident and problem history
• Incident categories
• Action taken to resolve incidents
• Diagnostic script s which can help first-line analysts to resolve the incident, or at least gather information that will help second- or third-line analysts resolve it faster.
• Incident Record s, which include the following data:
• Unique reference number
• Incident classification
• Date and time of recording and any subsequent activities
• Name and identity of the person recording and updating the Incident Record
• Name/ organization /contact details of affected user(s)
• Description of the incident symptoms
• Details of any actions taken to try to diagnose, resolve or re-create the incident
• Incident category, impact, urgency and priority
• Relationship with other incident s, problem s, changes or Known Error s
• Closure details, including time, category, action taken and identity of person closing the record.

Incident Management also requires access to the CMS. This will help it to identify the CIs affected by the incident and also to estimate the impact of the incident.

The Known Error Database provides valuable information about possible resolution s and workaround s. This is discussed in detail in paragraph 4.4.7.2.

The metric s 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 incident s
• 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 resource s.

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 group s handling incidents. Distribution lists should at least include IT service s Management and specialist support group s. Consider also making the data available to user s and customer s, for example via SLA reports.

Дата добавления: 2014-12-23