An ITIL project in the real world

Sunday, August 06, 2006

How to measure improvements brought by our Incident Mgt project (2).

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.


  • This is one that we use as well. You just have to ensure that you have others that support it as you may find that you have a target % calls closed within time which you fail to meet one month (which could be due to resource issues, sickness, etc.), yet your customer satisfaction rating is over 90%.

    As long as people understand what they are actually looking at when they use this metric (actually, that comment applies to all metrics!), it can be useful in terms of driving a change in behaviour to achieve improved performance.

    By Blogger The ITIL Imp, at 2:20 PM  

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