Incident volume reduction by problem management

[Elfe]

Hello all,

in many ITIL related publications the overall reduction of incident volume is promised to be a major benefit to problem management.

Now I am looking for any statistics, reports, experiences or other informations that provide a more specific statement regarding this promise like:

- percentage of incident volume reduction that can be expected ?
- percentage of incident volume reduction that was really experienced by companies that introduced problem management ?
- any other information in this direction ?

Best Regards,
Elfe

[joeblough]

I am not sure whether that kind of statistics is available, but you can certainly google it.

Incidents have a direct relationship to Change. A carefully executed change results in less incidents thus reducing the incident volume.

Problem Management on the other hand looks for long term solution (which are again implemented by Change Mangement process), and trend analysis.

[Evolution]

In the company I worked for we had noticed 25% reduction in incident and a 30% reduction in call volume over 4 months; however this figure did fluctuate after 4 months due to new products being launched.

There are no specific answers to your questions since there is no way to predict the nature of future problems, additionally reduction in incident volumes will also depend on your user base. It will hence be wrong to quote a figure on the expected incident volume reduction by the use of problem management.

Cheers