MEASURE 2: Percentage of Incidents resolved in time
Definition: Number of Incidents resolved as per agreed on OLAs&SLAs divided by total number of Incidents in the period.
Will it help us? I think that can be an excellent measure. We can use it to identify services that lack proper support, or teams that do not react in a timely manner... It should be a great tool to fine tune our process - but we won't be able to compare with the situation before the project, because we did not have any kind of OLA...
Limitations with this measure
I have to say I like this measure. If Incidents are not recorded, it shows bad. If you stay within targets, it has a positive impact. If you over do it, it does not make the measure any better.
However, that measure alone will not be sufficient. What if analysts do not record anything? Or just a few Incidents that are resolved extremely fast? The numbers will not make any sense... We'll need some more. But I will keep this one.